TOSHIBA
Telecommunication Systems Division
IP Telephone, Messaging and
Call Manager User Guide
Title Page
June 2011
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IPedge General End User Information
FCC Requirements
Means of Connection: The IPedge does not connect directly to the telephone network. All direct
connections are made to a gateway. Please refer to the gateway manufacturer's documentation.
Radio Frequency Interference
Warning: This equipment generates, uses, and can radiate radio frequency energy and if not installed and
used in accordance with the manufacturer’s instruction manual, may cause interference to radio
communications. It has been tested and found to comply with the limits for a Class A computing device
pursuant to Subpart J of Part 15 of FCC Rules, which are designed to provide reasonable protection
against such interference when operated in a commercial environment. Operation of this equipment in a
residential area is likely to cause interference, in which case, the user, at his/her own expense, will be
required to take whatever measures may be required to correct the interference.
Underwriters Laboratory
This system is listed with Underwriters Laboratory (UL). Secondary protection is required, on
any wiring from any telephone that exits the building or is subject to lightning or other electrical
surges, and on DID, OPS, and Tie lines. (Additional information is provided in the IPedge
Install Manual.)
301756
I.T.E
CP01, Issue 8, Part I Section 14.1
Notice: The Industry Canada label identifies certified equipment. This certification means that the
equipment meets certain telecommunications network protective, operational and safety requirements as
prescribed in the appropriate Terminal Equipment Technical Requirements document(s). The Department
does not guarantee the Equipment will operate to the user’s satisfaction.
Repairs to Certified Equipment should be coordinated by a representative designated by the supplier.
Any repairs or alterations made by the user to this equipment, or equipment malfunctions, may give the
telecommunications company cause to request the user to disconnect the equipment.
Users should ensure for their own protection that the electrical ground connections of the power utility,
telephone lines and internal metallic water pipe system, if present, are connected together. This precaution
may be particularly important in rural areas.
Before installing this equipment, users should ensure that it is permissible to be connected to the facilities
of the local telecommunications company. The equipment must also be installed using an acceptable
method of connection. The customer should be aware that compliance with the above conditions may not
prevent degradation of service in some situations.
CAUTION!
Users should not attempt to make such connections themselves, but should
contact the appropriate electric inspection authority, or electrician, as appropriate.
Important Notice — Music-On-Hold
In accordance with U.S. Copyright Law, a license may be required from the American Society of
Composers, Authors and Publishers, or other similar organization, if radio or TV broadcasts are
transmitted through the music-on-hold feature of this telecommunication system. Toshiba America
Information Systems, Inc., strongly recommends not using radio or television broadcasts and hereby
disclaims any liability arising out of the failure to obtain such a license.
Hearing Aid Compatibility Notice: The FCC has established rules that require all installed business
telephones be hearing aid compatible. This rule applies to all telephones regardless of the date of
manufacture or installation. There are severe financial penalties which may be levied on the end-user for
non-compliance.
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Toshiba Telecommunication Systems Warranty and License Agreements
For information relating to the End User Limited Warranty and License Agreements, please refer to http://
www.telecom.toshiba.com/Telephone_Systems_Support/warranty.cfm
WARRANTIES FOR NON-TOSHIBA BRANDED THIRD PARTY PRODUCTS
A valuable element of Toshiba’s product strategy is to offer our customers a complete product portfolio. To
provide this value to our customers at the most optimal prices, we offer both Toshiba-branded and third-
party manufactured products that support our Toshiba IPedge product portfolio. Similar to other resellers of
software, hardware and peripherals, these third-party manufactured products carry warranties independent
of our Toshiba limited warranty provided with our Toshiba-branded products. Customers should note that
third-party manufacturer warranties vary from product to product and are covered by the warranties
provided through the original manufacturer and passed on intact to the purchaser by Toshiba. Customers
should consult their product documentation for third-party warranty information specific to third-party
products. More information may also be available in some cases from the manufacturer’s public website.
While Toshiba offers a wide selection of software, hardware and peripheral products, we do not specifically
test or guarantee that the third-party products we offer work under every configuration with any or all of the
various models of the Toshiba IPedge. Toshiba does not endorse, warrant nor assume any liability in
connection with such third party products or services. If you have questions about compatibility, we
recommend and encourage you to contact the third-party software, hardware and peripheral product
manufacturer directly.
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Contents
Conventions ........................................................................................................................................ 10
IP5000-series Telephone Overview.................................................................................................... 13
Fixed Buttons....................................................................................................................................13
Programmable Feature Buttons........................................................................................................16
Key Strip ...........................................................................................................................................16
LCD..................................................................................................................................................... 16
9-Line LCD Display...........................................................................................................................16
4-Line LCD Display...........................................................................................................................17
Volume Control.................................................................................................................................19
Brightness Control ............................................................................................................................20
Backlight On/Off................................................................................................................................21
Dial Pad and Button Beeps...............................................................................................................21
Speakerphone/Microphone Sensitivity Adjustment ..........................................................................21
Handset ............................................................................................................................................23
Spkr Button.......................................................................................................................................23
Hot Dialing ........................................................................................................................................23
Handset ............................................................................................................................................25
Speaker ............................................................................................................................................25
Shift Button .......................................................................................................................................25
Handsfree Answerback.....................................................................................................................25
Switching Between Handset and Speakerphone..............................................................................26
Microphone (Mic/Mute) Button..........................................................................................................26
Hold ..................................................................................................................................................26
Responding to a Lit Msg LED ...........................................................................................................27
Turning On/Off MW LED on Another Extension ...............................................................................27
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Contents
Chapter 3 – SoftIPT
SoftIPT Icons ....................................................................................................................................29
Fixed Buttons....................................................................................................................................30
Flexible Buttons ................................................................................................................................30
Liquid Crystal Display .......................................................................................................................30
Configure the SoftIPT .......................................................................................................................31
Start the SoftIPT ...............................................................................................................................34
Answering a Call...............................................................................................................................35
Switching a Call to Your Headset .....................................................................................................35
Labeling Feature Buttons..................................................................................................................35
Using the Directory ...........................................................................................................................35
Voluntary Account Codes .................................................................................................................38
Alarm Notification................................................................................................................................ 40
Background Music (BGM)................................................................................................................... 41
Group Pickup ....................................................................................................................................46
Ringing, Page or Held Call Pickup....................................................................................................46
Call Waiting......................................................................................................................................... 48
Direct Station Selection (DSS)............................................................................................................ 51
Setting DND for Another Extension ..................................................................................................52
Emergency Monitoring Station..........................................................................................................52
Emergency Ringdown......................................................................................................................... 52
Paging................................................................................................................................................. 57
Redial.................................................................................................................................................. 58
Tone First Signalling .........................................................................................................................62
Voice First Signalling ........................................................................................................................62
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Chapter 5 – Messaging Features
Access your Mailbox by Phone........................................................................................................... 65
Volume /Speed Control....................................................................................................................... 67
Call Back Directly................................................................................................................................ 67
Erase / Delete and Retrieve a Deleted Message................................................................................ 69
Delete a Message.............................................................................................................................69
Retrieve a Deleted Message ............................................................................................................69
Number of Messages.......................................................................................................................... 69
Send A Message Directly To A Subscriber’s Mailbox......................................................................... 69
To Send a Message Using Directory Assistance................................................................................ 72
To Send a Message to a Group Distribution....................................................................................... 73
Set up a Private Group Distribution List.............................................................................................. 77
Add Members to a Private Group Distribution List.............................................................................. 77
Delete a Private Group Distribution List.............................................................................................. 78
Listen to Members in a Private Group Distribution List....................................................................... 78
Using a Global Group Distribution List................................................................................................ 78
Setting up Follow me ........................................................................................................................81
Accepting or rejecting calls at a call-out ...........................................................................................82
Transfering to an Operator or another Extension .............................................................................82
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Contents
Chapter 8 – Call Manager Basics
Recording a Scheduled Greeting........................................................................................................ 83
Access your Voicemails through Email............................................................................................... 83
The Compact View ...........................................................................................................................86
Expanded View.................................................................................................................................89
Screen Docked Views.......................................................................................................................90
Call Manager Main Menu..................................................................................................................90
Shortcuts............................................................................................................................................. 91
Quick Access Toolbar (QAT) ............................................................................................................91
KeyTips.............................................................................................................................................91
Hot Keys ...........................................................................................................................................91
Call Handler Mode............................................................................................................................92
Buttons Mode....................................................................................................................................92
Making Outgoing Calls......................................................................................................................95
Answering Calls................................................................................................................................96
Hang Up............................................................................................................................................97
Holding Calls.....................................................................................................................................97
Transferring Calls .............................................................................................................................97
Call Forwarding.................................................................................................................................98
Status Messages and DND ..............................................................................................................99
Viewing Extra Call Information........................................................................................................100
Call Center Features......................................................................................................................... 101
Logging In or Out............................................................................................................................101
Changing Agent Status...................................................................................................................102
PREFERENCES ............................................................................................................................... 103
General...........................................................................................................................................104
Dialing Tab......................................................................................................................................108
Docking Tab....................................................................................................................................113
Advanced Tab.................................................................................................................................114
Setting Shortcut Keys .....................................................................................................................117
Skins Files ......................................................................................................................................119
Saving/Creating New/Deleting Skins ..............................................................................................119
The Skin Editor ...............................................................................................................................120
LCD Background and Text Colors ..................................................................................................120
Insert your Logo into the Skin.........................................................................................................121
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Chapter 11 – Buttons
Changing Call Windows Appearance .............................................................................................121
Changing the Button/ACD Button Appearance...............................................................................121
Email skins......................................................................................................................................122
Tab Settings...................................................................................................................................... 123
Add Tab ..........................................................................................................................................123
Update Tab.....................................................................................................................................123
Delete Tab ......................................................................................................................................124
Revert .............................................................................................................................................124
User Programmable Keys................................................................................................................. 126
To Initialize Key ..............................................................................................................................126
To Swap Keys.................................................................................................................................126
To Copy This Key ...........................................................................................................................126
To Change Key...............................................................................................................................126
Attach Account Code......................................................................................................................134
Export Call Info ...............................................................................................................................134
Log Info to File................................................................................................................................135
Lookup in Outlook...........................................................................................................................135
Minimize Phone Screen..................................................................................................................136
Modify Call Information ...................................................................................................................136
Play WAV File.................................................................................................................................137
Pop External Web Browser.............................................................................................................137
Pop Internal Web Browser..............................................................................................................138
Popup Call Info Screen...................................................................................................................139
Popup Phone Screen......................................................................................................................140
Run another Program .....................................................................................................................140
Send DDE Msg ...............................................................................................................................141
Send Keystrokes to a Program.......................................................................................................142
........................................................................................................................................................144
Set Phone Status Message ............................................................................................................144
Set Phone Forwarding....................................................................................................................145
System/PBX Command..................................................................................................................146
Transfer Call ...................................................................................................................................147
Action Variables ................................................................................................................................ 148
Call Variables..................................................................................................................................148
System Variables............................................................................................................................150
Exporting Actions............................................................................................................................151
Importing Actions ............................................................................................................................151
Testing Actions ...............................................................................................................................152
Like Matches..................................................................................................................................... 161
Importing Rules................................................................................................................................. 162
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Contents
Chapter 14 – Using Microsoft Outlook
While on a Call.................................................................................................................................. 164
Create Actions to set and clear the DSS Message.........................................................................165
Create Personal Call Handler Rules...............................................................................................166
The Final PCH Rules......................................................................................................................166
Contacts............................................................................................................................................ 167
Sorting Entries ................................................................................................................................167
Searching Entries ...........................................................................................................................167
CIX Directory ..................................................................................................................................168
Personal / Speed Dial Directory......................................................................................................169
Presence Viewer.............................................................................................................................169
History............................................................................................................................................... 172
Logging In or Out............................................................................................................................177
ACD Group Status..........................................................................................................................179
Notifications ....................................................................................................................................180
CM LCD..........................................................................................................................................181
Miscellaneous.................................................................................................................................182
Using ACD Viewer ..........................................................................................................................182
Requesting Supervisor Help ...........................................................................................................185
Chat Operation ...............................................................................................................................186
Using Chat Messaging....................................................................................................................186
To Send a Broadcast Message ......................................................................................................189
Chat Feature Operation ..................................................................................................................191
Response Buttons ..........................................................................................................................192
Personal Groups.............................................................................................................................193
Whiteboard Operation.....................................................................................................................194
Whiteboards Setup .........................................................................................................................195
Configuring Chat.............................................................................................................................196
Interfacing with Other Programs .....................................................................................................200
Format of the DDE Command Interface .........................................................................................201
Main Screen....................................................................................................................................206
Calls Display Area ..........................................................................................................................206
Functions ........................................................................................................................................207
Sorting Entries ................................................................................................................................208
Dialer Operation..............................................................................................................................208
Adding Calls to the Dialer ...............................................................................................................209
Configuration Settings ....................................................................................................................212
Adding Action Buttons to Ready to Dial and Results Screens........................................................213
Advanced Topics ............................................................................................................................214
Buttons.............................................................................................................................................. 215
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Contents
Chapter 16 – Web-based User Administration
Prerequisites ..................................................................................................................................... 217
Log In ................................................................................................................................................ 218
To change your Security Code/Password ......................................................................................218
Changing a One Touch Button .......................................................................................................221
To Use a One Touch Button...........................................................................................................222
Settings ............................................................................................................................................. 224
CF Internal and Line Calls ..............................................................................................................225
CF Direct Line Calls........................................................................................................................225
To set up Station Call Forward .......................................................................................................225
System Speed Dial .........................................................................................................................228
Display Advisory Messages............................................................................................................228
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Introduction
This guide describes the Toshiba IP5000-series telephones and various other
user operations for applications that are integrated with the IPedge system.
Organization
This guide is divided as follows:
•
•
Chapter 1 – The Grand Tour is an overview of the telephones supported
by the IPedge system.
Chapter 2 – The Basics covers thebasic operations of the IP5000-series
telephones
•
•
Chapter 3 – SoftIPT describes the SoftIPT software client functions.
Chapter 4 – Feature Operations covers the details about the IP5000-
series telephone’s advanced features.
•
•
•
Chapter 5 – Messaging Features contains user instructions for the basic
Messaging features.
Chapter 6 – Greetings has procedures for the Message Greeting
functions.
Chapter 7 – Other Messaging Applications has instructions for
advanced messaging functions, such as Group Distributions, Adding and
deleting members of groups lists, Setting up personal options and
message notifications, Changing mailbox passwords, Personal Assistant,
Follow me, etc.
•
•
•
•
•
•
•
•
Chapter 8 – Call Manager Basics covers the basics of using Call
Manager.
Chapter 9 – Using Call Manager Features contains user instructions for
call handling features for personal as well as ACD calls in Call Manager.
Chapter 10 – Preferences covers the Preferences options in Call
Manager.
Chapter 11 – Buttons discusses the various buttons and options
available in Call Manager and how to change, edit, etc.
Chapter 12 – Actions defi nes the powerful actions that can used with
Call Manager.
Chapter 13 – Personal Call Handler covers the setting up of call
handling rules and other personal call handling options.
Chapter 14 – Using Microsoft Outlook provides user instructions for
Microsoft Outlook integration using Call Manager.
Chapter 15 – Using Companion Applications contains procedures for
Companion applications available with Call Manager, such as, Contacts,
History, ACD Viewer, Chat, Dialer, Buttons, and Web Browser.
•
Chapter 16 – Web-based User Administration familiarizes you with the
Web-based Enterprise Manger User administration tool.
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Conventions
Conventions
Note
Description
Elaborates specific items or references other information. Within
some tables, general notes apply to the entire table and numbered
notes apply to specific items.
Important!
Calls attention to important instructions or information.
Press to answer a call to the Extension Number. Each station can have
multiple extension buttons. Incoming calls ring the extension button(s)
from the top down. For example, station 10's extensions ring 10-1 first,
then 10-2, 10-3, and 10-4. A station is considered busy when all
extensions are being used.
Extension
Number
Arial bold
Courier
“Type”
Represents telephone buttons.
Shows a computer keyboard entry or screen display.
Indicates entry of a string of text.
Indicates entry of a single key. For example: Type prog then press
Enter.
“Press”
Shows a multiple PC keyboard or phone button entry. Entries
without spaces between them show a simultaneous entry. Example:
Esc+Enter. Entries with spaces between them show a sequential
entry. Example: # + 5.
Plus (+)
Tilde (~)
Means “through.” Example: 350~640 Hz frequency range.
Denotes a procedure.
Denotes the step in a one-step procedure.
Grey words within the printed text denote cross-references. In the
electronic version of this document (Library CD-ROM), cross-
references appear in blue hypertext.
See Figure 10
Related
Documents/Media
Some documents listed below may appear in different versions on the Toshiba
FYI site or in print. To find the most current version, check the version/date in the
Publication Information on the back of the document’s title page. The following are
related documents for IPedge systems.
•
•
•
•
IPedge General Description
IPedge Installation Manual
IPedge Feature Description and Implementation
IPedge IP5000-Series Telephone Quick Reference Card
Important! This document may contain references to features that are for future implementation.
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The Grand Tour
1
The IP5000-series telephones connected to a Strata CIX telephone system,
running Release 5.2 or higher software, include a selection of IP telephone
models and matching IP add-on modules, as well as a 60 button DSS Console.
See Table 1 for more details.
Some IP5000 telephones offer a built-in gigabit ethernet switch allowing the
telephone to autosense the network speed, 10/100/1000Mbps. The IP5522-SD,
IP5622-SD and IP5631-SDL telephone models do not support 1000Mbps.
Through dynamic soft key assignments, the LCD telephones provide easy access
to frequently-used features by prompting specific tasks, providing Outside Line
Identification, User Name/Number, Call Duration, Date/Time of Day displays, and
Name and number displays of incoming callers.
The full-duplex speakerphone on these telephones enables you to place and
receive calls without lifting the handset.
The LCD telephones with 10 and 20 buttons are available with LCD backlight.
However, the IP5022-SD and IP5522-SD telephones do not have the backlight. To
Table 1 IP5000 Series Telephones
Description
Image
10 Button IP Telephone:
• 4 line LCD with back light option
• Full duplex Speakerphone
• Headset I/F
• Ringing LED
20 Button IP Telephone:
• 4 line LCD with back light option
• Full duplex Speakerphone
• Headset I/F
• Ringing LED
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IPedge
The Grand Tour
Table 1 IP5000 Series Telephones (continued)
Description
Image
20 Button with Electronic LCD Labels:
• 9 line LCD with back light
• Full duplex Speakerphone
• Headset I/F
• Ringing LED
The IP5000-series telephone upgrade options include:
Table 2
IP5000 Series Add-on Modules
Description
Image
10 Button ADM for IP5000-series
• LCD programmable key strip with
back light
20 Button ADM for IP5000-series
• Paper Key Strip
60 Button DSS for IP5000-series
• Paper Key Strip
Note: IP5522-SD and IP5622-SD can not connect ADM/DSS.
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IPedge
The Grand Tour
IP5000-series
Telephone
Overview
The illustration of the IP5000-series telephone shown below gives a general idea
of the basic attributes found on most of these telephones. The positioning of the
buttons varies per telephone model.
A
B
C
D
E
F
G
H
J
K
I
20 Programmable Feature Buttons 4-Line LCD Telephone
Legend
Status LED (message and ringing)
B. LCD Display
A
G. Speaker LED Button
H. Volume Button
I. Hold Button
J. Microphone
C. Softkeys
D. Programmable Feature Buttons
E. Message Waiting LED Button
F. Microphone LED Button
K. Tilt stand
Fixed Buttons
The fixed buttons on the dial pad help perform standard functions quickly and
easily.
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IPedge
The Grand Tour
Layouts
Fixed buttons are laid out differently on the IP5000-series telephones.
9-line LCD Telephone
10 and 20 Button 4-line LCD Telephones
Fixed buttons are located on either side of the dial pad.
The Fixed buttons are described below.
Table 3
Fixed Button Definitions
Button
Definitions
Message (Msg): When Msg LED flashes, press Msg to call back the
station or voice mail device that activated the LED. This is the tele-
phone’s [PDN] message waiting button.
Important!
Red LED must be on in order for button to function.
Microphone (Mic/Mute) button toggles between Mic and Mute. When
Mic key is lit, Mute is disabled. When Mic is pressed again and light is
off, Mute is enabled on the microphone in the telephone and the micro-
phone in the handset.
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IPedge
The Grand Tour
Table 3
Fixed Button Definitions (continued)
Button
Definitions
Speaker: Press to toggle the speaker ON/OFF. When red Speaker LED
is lit handsfree communications is supported.
To start a handsfree conversation; press the Speaker button, this turns
the red Speaker LED on. To terminate this call press the Speaker button
again (Speaker LED off).
During a handset conversation, press the Speaker button to start
hands-free communications (red Speaker LED on). Press the Speaker
button again to transfer the conversation back to the handset (Speaker
LED off).
Press and release the volume control bar to adjust volume levels.
Shift Key: Purple button on the IP5131 telephone. Press Shift at any
time to alternate between display of feature keys 1~10 and feature keys
11~20.
Web Browser Key: Blue button on the IP5131 telephone. Press this key
to access the web.
Navigation Key: Round button on the IP5131 telephone is a navigation
key used for moving the cursor on html pages and in the programming
screens. Center of the button is the “select” function. The arrows are
used to scroll up, down, left or right.
Spdial
Redial
Press Spdial and enter 3-digit Speed dial access code. Speed dial
access codes must be setup before they can be accessed.
Press Redial to dial the last telephone number called (internal or exter-
nal).
If you have Automatic Line Selection, lift the handset first.
Cnf/Trn (Con-
Press Cnf/Trn to add internal or external parties to a conference call
ference/Trans- (up to 8 parties).
fer)
Press Cnf/Trn and enter a number to transfer a call to another party (on
the CIX system).
Hold
Press Hold to place an internal or external call on hold.
Press Hold Hold to place an internal or external call on Exclusive hold.
If your telephone is programmed for Automatic Hold, existing calls are
automatically placed on hold when you answer a call or make another
call.
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IPedge
The Grand Tour
Programmable
Feature Buttons
Programmable Feature Buttons are
programmed by the System
Administrator and can be customized on
a per user basis.
10
09
08
07
06
05
04
03
02
01
20
19
18
17
16
15
14
13
12
11
Note: Programmable Feature Buttons
are numbered bottom to top, left
to right (shown right).
Programmable Feature Button
Layout
Key Strip
The key strips on the IP5000-series telephones and add-on modules are
LCD
9-Line LCD Display
The LCD on the 9-Line LCD telephone (shown below) in idle state shows:
Top to Bottom
Line 1 or the top line of the LCD will display your user name (if programmed)
and your extension number.
Line 2 will show the Date and time.
Line 3 will show information related to your telephone set: VM New/Saved
messages, Call Forward, or if a certain feature is enabled on your telephone
set.
A plus sign + on the LCD indicates there is more data to display. Press NEXT
to advance through the information.
Browser
Note: This feature applies to the IP5131-SDL telephone.
Toshiba’s IP5131-SDL with it’s large display screen also supports an HTML
browser to allow navigation on the World Wide Web or a company’s intranet.
The phone can have a homepage setup that allows navigation to begin just
like a homepage in your internet browser.
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The Grand Tour
Shift Button
Blue Button – toggles in-
between call processing
screen and HTML
toggles between
Programmable
Feature Buttons
1~10 and 11~20.
browser or programming.
Navigation Button -
See “Browser” on
Page 10
Web pages display basic HTML but do not support ASP or Flash. The 18 buttons
that surround the screen can be used to highlight selections in the browser. The
Navigation Button can be used to move the viewing window across the website;
the center of the navigation button can be pressed to select a field that is
highlighted.
The browser allows navigation through various pages of content and is not static
to just one site. Navigation is as easy as highlighting a link and selecting it to
move to the next webpage. All IP5131-SDL telephones come with the browser
enabled. In order to access the browser, press the blue button on the bottom
right-hand side of the phone; this allows you to switch between your call
processing screen and the browser window.
4-Line LCD
Display
The LCD in it's idle state (shown
right) displays:
Line 1 or the top line of the LCD will
display your user name (if
programmed) and your extension
number.
Line 2 will show the Date and time.
Line 3 will show information related to
your telephone set: VM New/Saved
IP5000 4-line LCD display in Idle Mode
messages, Call Forward, or if a
certain feature is enabled on your
telephone set. A plus sign + on the LCD indicates there is more data to display.
Press NEXT to advance through the information.
Line 4 will display the soft keys available in idle state. Press DSPLY to switch
from the Call Forward display to the User Name display.
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IPedge
The Grand Tour
Soft Keys
Softkeys (SK1 - SK4) refer to
the four buttons directly below
the LCD screen (shown right).
Soft Keys dynamically change
their functions and label
depending on the state of the
telephone. The dynamic
feature associated with the Soft
Key is displayed on the bottom
line of the LCD display directly
above each Soft Key button.
SK1
SK2
SK3
SK4
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The Basics
2
This chapter reviews the basic operations of the IP5000-series telephones. The
instructions apply to all telephone models, except when noted otherwise.
Customizing Your
Telephone
Volume Control
To adjust the Handset Volume
Press the Vol to increase volume and Vol to decrease volume during the
call. When you hang up, the volume returns to the default setting.
To adjust the speaker volume for internal/external calls and background
music
1. Press Spkr.
2. Press an extension button - you hear dial tone.
3. Press the Vol to increase volume and Vol to decrease volume. This
volume setting applies to all calls until changed.
To adjust Ring Tone, Hands free Answerback and Speaker Off-hook Call
Announce
Make sure the telephone is idle and the handset is on-hook. Press the Vol to
increase volume and Vol to decrease volume. This adjusts volume for your
telephone’s ring tone, Hands free Answerback and Speaker Off-hook Call
Announce simultaneously.
To adjust handset Beep Tone
1. With the handset off-hook, dial the Beep Tone Adjustment Code #6101
(default code). You hear beep tone.
2. Press Vol or Vol to reach the desired level.
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LCD Contrast
Available on backlit telephones and backlit add-on module.
To adjust the LCD contrast on the backlit telephones
1. Press and hold down the Mic button.
2. Press and release Vol or Vol repeatedly.
Note: Holding the Vol button does not continue to change the setting. The
button must be pressed for each step of contrast change.
To adjust the LCD contrast on the Add-on Module
1. Press Hold+3+6+9 (simultaneously).
2. Press Contrast + button to increase contrast.
3. Press Contrast - button to decrease contrast.
4. Lift the handset off-hook / on-hook to save settings.
Note: Holding the softkey does not continue to change the setting. The
softkey must be pressed for each step of contrast change
Brightness Control
Available on backlit telephones with 4-line LCD’s and backlit add-on module.
To change the LCD back light brightness
1. Press Hold+3+6+9 (simultaneously).
2. Press Bright softkey to increase brightness.
3. Press Dim softkey to decrease brightness.
4. Lift the handset off-hook / on-hook to save the settings.
Note: Use the BL BRIGHT and BL DIM buttons in steps 2 and 3 on the 10
button LCD Add-on Module.
To change the LCD backlight brightness for IP5131-SDL or
IP5631-SDL
1. Press Hold+3+6+9 (simultaneously).
2. Press the Others softkey.
3. Press the BL Bright softkey.
4. Enter a value of 0~3 using the dialpad. (0 = dim; 3 = brightest)
5. Press the Set softkey twice.
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Backlight On/Off
Available on backlit telephones and backlit add-on module.
To change Backlight Settings
1. Press Hold+3+6+9 (simultaneously).
2. Press the Mic button.
3. Press Hold.
4. Use table below to choose preferred settings.
5. Press Hold Hold to save settings
Table 4
Button
Backlight Settings
Input
Meaning
1
2
3
Always Off
Always On
On-demand
Backlight
FB1
FB2
1~30
Timer [ x10 seconds]
Example: 1 = 10 seconds; 30 = 300 seconds.
Note: FB1 is the lower left key, FB2 in the next up, FB3 is above FB2, and FB4
is above FB3.
Dial Pad and
Button Beeps
IP telephones can emit a “beep” whenever a dial pad or feature button is pressed.
The “beeps” are On by default. Follow these steps to turn the “beeps” On or Off.
1. Press 3+6+9+Hold (simultaneously).
2. Press 0.
3. Press Hold.
4. Press Programmable Feature Button 1 (FB1) to toggle On/Off.
5. FB1, LED On: buttons beep.
6. FB1, LED Off: buttons do not beep.
7. Press Hold to set the option.
8. You must also go off-hook, then on-hook to exit the program mode.
Speakerphone/
Microphone
Sensitivity
When you are using the speakerphone, high ambient noise levels may cause the
party you are talking with to be to cut off frequently. If this happens, follow these
steps to lower the sensitivity of the microphone on a IP5000-series telephone. The
default is normal sensitivity.
Adjustment
1. Press 3+6+9+Hold (simultaneously).
2. Press 0.
3. Press Hold.
4. Press Programmable Feature Button 3 (FB3) to toggle On/Off.
5. FB3, LED On: Lower sensitivity
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6. FB3, LED Off: Normal sensitivity
7. Press Hold to set the option.
8. Go off-hook, then on-hook to exit the program mode.
Telephone
Terminology
When making or receiving calls on your IP5000-series telephone you may
experience one or more of the following call features depending on how your
telephone is configured.
•
Line – is synonymous with trunk which is the line that connects you to the
PSTN (Public Switched Telephone Network). Line can be:
•
•
a button on your telephone set designated for outgoing calls
your DN button followed by dialing 9.
•
•
Automatic Line Selection (ALS) – ALS is engaged on outgoing calls.
Lift the handset or press Spkr to hear dial tone, the steady green Line
LED indicates ALS in enabled. The second line of the LCD will display the
method of dialing available, followed by the digits dialed.
Ringing Line Preference – Answer any incoming call by lifting the
handset or pressing Spkr. There is no need to press the ringing line
button to answer the call when ringing line preference is enabled.
•
•
Tone First Signaling – Internal incoming calls only: telephone rings in
standard ring tone, lift handset or press Spkr to answer call.
Voice First Signaling – Internal incoming calls only: a long tone is heard,
followed by the caller's voice, this will automatically engage the Spkr to
allow for hands free communications. Lift the handset if desired (for
privacy). When Voice First Signaling is enabled the telephone does not
ring on internal incoming calls.
•
Hot Dialing – Dial a telephone number from the dialpad, the telephone
automatically selects a line, shown with a green LED, and turns on the
Spkr and Mic LED's. When Hot Dialing is not turned on the handset
should be lifted or Sprk should be pressed in order to make a call.
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Making a Call
There are three ways to originate a call from the telephone:
1. To make a call, lift the handset, then dial the number.
Handset
A line may be automatically selected or choose a line manually. Dial tone is heard
through the handset. The Speaker and Microphone LEDs do not light.
Digits display as they are dialed. Call progress tones (Ringback Tone, Busy Tone,
etc.) are heard through the handset.
2. When connected, continue using the handset or switch to speakerphone by
holding down Spkr and placing the handset in the cradle.
Spkr Button
1. To make a call, press Spkr.
A line may be selected automatically or choose a line manually. The extension or
Line button lights (depending on system programming). Dial tone is heard
through the speaker. The Speaker and Microphone LEDs light.
2. Dial the number.
Digits display as they are dialed. Call progress tones (Ringback Tone, Busy Tone,
etc.) are heard through the speaker.
When connected, continue using the speakerphone or lift the handset to continue
the conversation.
Hot Dialing
1. To make a call using Hot Dialing, start dialing the number.
The extension button, Spkr and Mic LEDs light. Digits display as they are dialed.
Call progress tones (Ringback Tone, Busy Tone, etc.) are heard through the
speaker.
2. When connected, continue using the speakerphone or lift the handset to
continue the conversation.
Dial Directory
Calls can be made by selecting a name from the alphabetical telephone directory.
To access the Directory
1. Press DIR soft key (shown
right).
TOM EDISON
APR 05 WEDNESDAY
NO.2004
1:01PM
Select Directory menu
appears.
The soft keys on the Select
Directory are:
DIR
My = Personal Speed Dial Names
EXTR = System Speed Dial
Names
4 Line LCD Display
INTR = Directory Number Names
Dial = Cancel directory, get dial tone.
2. Choose the directory you wish to access and use the dial pad to enter the
name.
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Notes:
•
If a directory is not selected and a name is entered, all directories will be
searched.
•
To enter names from the dial pad, press the dial pad button associated
with the letter to be entered. Press the button once for the first letter, twice
for the second letter, etc. Left and Right Soft Keys are available to move
the cursor.
1. Press FIND to start the directory search.
2. Press NEXT to move forward through the directory.
3. Press BACK to move backwards through the directory.
4. Press Call to connect to the directory entry selected.
5. On the 9-line LCD Display, press the button next to the displayed name.
See figure on following page.
6. Press CNCL to quit the directory search.
Press the key next to the displayed
name to call that person.
BOB L (PRI)
BOB LAWVER
BILL THOMAS
ONE TOUCH
PICKUP
BRAD FERRIS
BRAD FISHER
BRIAN SMITH
ONE TOUCH
ONE TOUCH
ONE TOUCH
ONE TOUCH
ONE TOUCH
CFAC
DND
Ext. 4227
NEXT
BACK
CNCL
9 Line LCD Display - Dial by Name Screen
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Answering a Call
There are several ways to answer a call:
Handset
When the telephone is programmed for Ringing Line Preference, pick up the
handset and the telephone automatically answers the ringing line.
... or press the button associated with the ringing line (flashing green LED).
Speaker
When the telephone is programmed for Ringing Line Preference, press Spkr and
the ringing line is answered.
... or press the button associated with the ringing line (flashing green LED). Once
connected, continue using the speakerphone or lift the handset.
Shift Button
Available on a 9-line display telephone only.
If the LCD screen is set to view Buttons 11~20 and a call comes in on Button 1 the
phone will ring and Caller ID information will display on the top of the screen,
press the “Shift” Button to view Buttons 1~10 and answer the call.
Handsfree
Answerback
With speakerphone enabled, the telephone may be programmed for Handsfree
Answerback. The called party hears a single long tone, followed by the caller’s
voice. Begin hands free conversation. If Handsfree Answerback were not
programmed, the called party could hear the calling party speak but would not be
able to answer them without answering the call manually.
Notes:
•
The extension LED flashes green, the Microphone LED lights steady red and
the Speaker LED flashes Red.
•
In order to perform any additional functions with this call (like a transfer or
hold) the call must be properly answered to gain full call control. Perform the
same steps you normally would to answer a call: press the Spkr button, the
flashing DN button or lift the handset.
•
Handsfree MIC setting needs to be enabled by your System Administrator.
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On a Call
While on a call you can perform the following:
Switching Between
Press Spkr and place the handset on-hook to switch from handset to
Handset and
speakerphone mode.
Speakerphone
Take the handset off-hook to switch from speakerphone to handset mode.
Microphone (Mic/
Mute) Button
This button toggles between Mic and Mute. When Mic button is lit, handsfree
communication is supported, when Mic is pressed again and light is off, Mute
is enabled and mutes both the microphone and the handset.
Hold
To place a call on hold, press Hold. Your LCD shows the line on hold. The
held Line’s LED flashes green while appearances of the line at other stations
flash red.
•
•
To return to the held call, press the flashing held Line button.
If you do not return to the held call within a specified time, it rings back to
your telephone. The call remains camped-on to your station.
•
•
If the held party hangs up, the call is released.
See the Call Pickup section to pick up a call on hold from another
extension.
Exclusive Hold
Automatic Hold
This feature enables you to place a call on hold so that only you can retrieve
it.
While on a call, press Hold twice. That line’s LED flashes green while
appearances of the line at other stations are steady red (in use).
This features enables you to move from one Line button to another Line
button without pressing Hold.
Check with your System Administrator to make sure this setting is turned on.
If Automatic Hold is not enabled, calls will drop when moving from one line to
another without pressing Hold.
While on a call, press another extension button to receive/originate a new
call. The accessed line’s LED flashes (in-use). The first call is put on hold and
your extension’s LED flashes.
Consultation Hold
1. While on a call, press Cnf/Trn. The call goes on hold.
2. Dial another line.
3. Transfer the call or return to the held call by pressing its Line button.
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Message Waiting
Use your Msg LED/button and LCD to see/retrieve message(s).
An extension can receive up to four simultaneous Message Waiting indications
and LCD messages. One message is reserved for the Message Center.
Your telephone can be programmed to have up to four additional (flexible)
Message Waiting buttons/LEDs. Check with your System Administrator to see if
these buttons have been programmed on your telephone. If so, substitute them
when the Msg button/LED is mentioned in the following steps.
Responding to a
Lit Msg LED
1. On an LCD telephone, if you see a “+,” press SK3 to display additional
messages; otherwise, go to Step 2. The “+” indicates additional messages.
The LCD can show up to three station messages for your extension and three
for each additional (phantom) extension that you may have.
2. Press Msg, then lift the handset. Your telephone rings the extension or voice
mail device that sent the indication. The LED continues to flash red.
3. After answering the message(s), place the handset back on-hook.
4. If the Msg LED continues to flash, you have more messages; repeat Steps
1~3 above to retrieve them. Voice mail devices turn off the LED/LCD
indications after a short delay, after you checked all messages.
5. To manually turn off your Msg LED, press your extension button, then press
#409. Do this step for each message received.
Turning On/Off
MW LED on
Another
If you call an extension and it’s busy or there is no answer, you may be able to
light that extension’s Message Waiting LED and enable that extension to call you
back. The ability to perform this feature is set in system programming.
Extension
1. Dial an internal extension. You hear busy tone or there’s no answer.
2. Press Msg or 7. The Msg LED flashes red on the called telephone. At your
telephone, the Msg LED lights steady red and the LCD shows the station
number where you set a Message Waiting light. Example: “MW SET TO
3620.”
3. If you decide to cancel the Message Waiting light at this point, press Msg or 7
again while ring-over tone is playing and the light will be cancelled.
4. Press Spkr. Your Msg LED turns Off. The Msg LED on the called telephone
flashes until the called party presses the flashing Msg button which calls you
back.
5. To turn Off a Message LED that you have set on another extension, press
#64 plus the extension number that has the message light set. Then press
Spkr or hang up to release your telephone. Your LCD shows the extension
and “MW CANCEL.”
...or dial the extension that you set the Message LED on, then press
77. Then press Spkr or hang up to release your telephone.
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LED Indicator Details
Each line and Programmable Feature Button has a LED next to it
which indicates the status of the line or feature associated with the
button. Line LEDs light red or green and flash at varying rates to
Table 5
LED
LED Indicators
Your Station (Green)
Interval Rates
Other Station (Red)
2 seconds On, 1/8 second Off
— 1/8 second On/Off
steady
Extension In-Use
(access outside line)
1 second on at 10 pulses/sec-
ond —1 second Off
one second On/Off
Incoming Call
(while ringing)
4 pulses/second for 1/8 second 1/2 second On/Off
On/Off
Hold (outside line) If using Pooled Line
Grp, the hold indication is only at the
station that places the call on hold.
10 pulses/second
steady
Hold – Consultation
(during consultation/transfer to another
station)
10 pulses/second
steady
flashes
Hold – Exclusive (outside line)
1 second at 2 pulses/second,
1 second at 10 pulses/second
Hold – Recall
(when held call recalls your idle station)
1 second at 2 pulses/second,
1 second at 10 pulses/second
steady
Hold – Exclusive Recall
Your extension button flashes
10 pulses/second—1 second
Off
[SDN] red flashing or
green ringing
Internal Call
(while station ringing)
4 pulses/second, 1/8 second
On/Off
3/4 second on, 1/8 sec-
ond Off
Busy Station Transfer
(outside call transferred to your busy
station from a designated station or AA)
10 pulses/second
10 pulses/second
2 pulses/second
steady
After disconnecting first call...
Conference
Note: LEDs on the telephone flash at different speeds depending on the
function performed. Flash rates can be found under “LED Indicator
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SoftIPT
3
The SoftIPT is a software phone client that runs on appropriately equipped wired
®
or wireless laptops, tablets and desktop PCs with all versions of Microsoft
TM
Windows 7, Windows Vista and Microsoft® Windows XP® operating software
(OS).
SoftIPT on a PC integrates the power of the PC with most of the features available
on an IP5000-series telephone. You can use most of the features described in this
User Guide. .
Important! The SoftIPT functions in the same manner as a desktop IP
telephone. Use this manual as a guide to the SoftIPT
functions.
SoftIPT Icons
The special buttons relating to the SoftIPT screen are described below.
Table 6: SoftIPT Button Definitions
Button
Definitions
SoftIPT Directory – Clicking this icon enables you to access the
directory you create using MS Outlook. Refer to “Using the Directory” on
SoftIPT Configurations – Double click this icon to open the
Configuration window. This enables you to view and change SoftIPT
settings.
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Table 6: SoftIPT Button Definitions (continued)
Button
Definitions
Audio Settings – Click this button to adjust the audio properties when
connected to a USB handset.
Help – Clicking this icon enables you to access Help as a user or find
information on Setting Audio Properties, etc. Click Help to view all
SoftIPT information.
Shift Button (Purple) – Press Shift at any time to alternate between
display of feature keys 1~10 and feature keys 11~20.
Fixed Buttons
The fixed buttons on your telephone enable you to perform standard functions
Flexible Buttons
All Flexible Buttons must be programmed for your telephone in system
programming and vary for individual telephones. If a button does not appear
on your display or telephone keystrip label, see your System Administrator for
button assignments.
Line Buttons
You may have buttons designated as Line and/or Pooled Line Grp which
enable you to directly access outside lines. Pooled Line Grp enables you
to access available CO Lines from a group of lines appearing under one
button.
Liquid Crystal
Display
The Liquid Crystal Display (LCD) on the SoftIPT will display information
similar to the large 9-line IP telephone display:
•
•
•
Desk Clock and Calendar in idle mode
Call Duration during an outside call
Operational, Advisory, and Notification messages
LCD Control Buttons
There are two types of LCD button functions: LCD Control Buttons and Soft
Keys.
When the Soft Key prompts appear on the LCD, the LCD Control Button just
below the prompt offers access to that feature. See “Soft Keys” on page 11 for
more information.
•
•
SK1 is generally used as a Soft Key.
Pressing SK2 switches you from the Call Forward (CF) display to the
User Name display.
•
Pressing SK3 advances you through information.
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Configuring
SoftIPT
Configure the
SoftIPT
1. After you have installed SoftIPT, double-click the SoftIPT icon on the desktop.
The SoftIPT Configuration window opens.
Important! See the illustration below. You will need to enter items A-E
to configure SoftIPT. Check with your Telephone System
Administrator to make sure that you have this
information. After entering this information, print the
screen for future reference.
Figure 1
SoftIPT Configurations
2. In the SoftIPT Configuration window, enter the following:
Fields
Phone No.
Description
This is the SoftIPT extension.
Password for IP user mobility
By default, leave blank.
Password
Node
Outgoing prefix
When a call is made using the SoftIPT directory, SoftIPT
automatically attaches the outgoing prefix for local calls, or long-
distance prefix for long-distance calls, respectively. See “Using the
Directory” on page 3-35 for details.
Long distance prefix
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SoftIPT
Fields
Description
SoftIPT tries to connect to the IPedge using the following
addresses:
•
•
Primary IPedge server IP address
Secondary IPedge server IP address.
Notes
If Broadcast is selected, SoftIPT tries to search for the IP address
by sending broadcast messages. SoftIPT skips the Primary IP
address or the Secondary one if it is not set. In either case, if
SoftIPT successfully connects, the IP address is shown in the
“Connected IP Address” field. See your System Administrator for
IP address of the IPedge system.
IP address
If Broadcast is selected, the broadcast message is sent on the
same subnet, which means SoftIPT can connect to the IPedge on
the same subnet using Broadcast mode without designating the
IPedge IP address. However, in some PC environments, SoftIPT
cannot complete this broadcast registration sequence because
the lower network module does not notify SoftIPT, through
Windows, of receiving a reply message after sending a broadcast
message. Therefore, Toshiba recommends using Manual mode if
SoftIPT cannot find the IPedge by Broadcast.
Network
If there are multiple network adapters, select the one for SoftIPT.
Check this box to automatically startup SoftIPT after starting your
PC.
Note If Automatic startup is unchecked and SoftIPT continues
to start up, use the MSCONFIG utility screen > Startup tab
and uncheck Toshiba SoftIPT. Consult your System
Administrator on using the MSCONFIG utility.
Automatic startup
Popup window
The SoftIPT window pops up when receiving a call.
As shown below in Using the Directory, SoftIPT can use MS
Outlook (not Outlook Express) as its directory. If multiple Outlook
profiles are set, you can select one of the profiles when launching
Use Default
Microsoft Outlook
Profile
If you have only one profile, select “Always use this profile” and
check the “Use Default Microsoft Outlook Profile” box. If you have
several profiles and choose one of them, select “Prompt for a
If you uncheck this box, you can input an extension number every
time you log in. See “IP User Mobility” in the CIX General
Description and Programming Manual, Volume 1 for details.
Auto-Login on start-
up
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Fields
Description
This option dictates what happens when you press the close (X)
button in the upper right corner of the SoftIPT main window.
•
•
Run in the background if this box is checked.
Exit SoftIPT software if this box is unchecked.
Allow SoftIPT to run
in the background
Note If the SoftIPT icon is still on the system tray at the bottom
right corner of the PC, then SoftIPT is still running in the
background, even after pressing the Close (x) button.
3. Click OK.
To check how many Outlook profiles are on your PC
1. Go to Start > Control Panel > Mail
2. Double-click the Mail icon
3. Click the Show Profiles... button
Figure 2
Mail Setup - Outlook
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Figure 3
Mail Profiles
Basic SoftIPT
Functions
Start the SoftIPT
Double-click the SoftIPT icon on your desktop.
Making a Call
To make a call
1. Click Speaker then select the on-screen dial pad buttons to dial a call.
2. When connected to a call, you can select any of the call buttons, such as
Redial, Hold or Conf.
3. Click Speaker to end the call.
Note: Do not use BGM (#490) on the SoftIPT. It conflicts with incoming calls.
To make a Call using a USB Handset
To install a USB handset, refer to the vendor's documentation and/or website.
1. Go off-hook (pick up the receiver or press the hookswitch button on the USB
Handset) to get dial tone.
2. Dial the phone number - click the on-screen dial pad buttons, input numbers
(asterisk key, pound key) from PC keyboard, or use the key pad on the USB
handset, if available.
3. To end the call, go on-hook (put down the receiver or press the hookswitch
button).
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Answering a Call
To answer a call using the Shift button
If the LCD screen is set to view keys 11~20 and a call comes in on key
1, the phone will ring and Caller ID information displays on the top of
the screen - press the Shift key to view keys 1~10 and answer the call.
Switching a Call
to Your Headset
You can switch a call from your IP telephone to the SoftIPT by placing the call on
Hold and using the Call Pickup feature.
1. Press Hold.
2. On the SoftIPT, dial #5#72 + the extension number of your telephone.
Note: You can also add this dialing string to a flexible button on your SoftIPT
phone as a One-touch Speed Dial button for ease of call switching.
Labeling Feature
Buttons
SoftIPT Version 3.0 provides soft labels preset by the Strata CIX system. If you
wish to change them, contact your system administrator.
Using the
Directory
You can create a directory with MS Outlook (not Outlook Express).
1. Close SoftIPT if you are using it.
2. Open MS Outlook.
3. Double click on the Contacts icon, click on the New contact icon.
4. Type in the contact information, click Save and Close. Add as many entries as
desired. To edit an entry, double click on the name to open.
5. Start Soft Phone.
6. Click Directory icon. The directory displays (see below).
7. Click on the name. The SoftIPT calls the contact.
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SoftIPT
Using Echo Canceller
If you have a headset plugged into the microphone/speaker jack of the PC,
you do not have to always enable echo canceller. We recommend you to
enable echo canceller in the event you want to use the PC's embedded
microphone/speaker as a speakerphone device and not attach a headset to
the microphone/speaker jack of the PC. If the PC does not have an
embedded microphone even if it has embedded speaker, you do not have to
enable echo canceller because a headset would be plugged into the
microphone/speaker jack, see figure below.
To use Echo Canceller, click the Audio Setting of SoftIPT and check the Using
Echo Canceller box as shown below.
Enabling Echo Canceller
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Feature Operations
4
This chapter gives you more details about your IP5000-series telephone’s
advanced functions. An alphabetical list of supported features has been compiled
in this chapter for fast and easy reference.
Account Codes
Account Codes (Forced or Voluntary) can be used for a variety of reasons
including billing, tracking, and line restriction applications. Account Codes are
assigned in the system as a fixed length (default is six digits) and are recorded by
the system, along with the details of the calls, which can be printed on a Station
Message Detail Recording (SMDR) report.
Verified/Non-Verified
Account Codes
Verified Account Codes ensure that the system checks the account code you
entered against a list created by the System Administrator. If the code is not in the
list, the call will not go through.
Non-Verified Account Codes must be a uniform length but any digits are accepted.
Account Codes and Lengths are set up and managed by the System
Administrator.
Forced Account
Codes
Some applications require you to enter an Account Code. These Forced Account
Codes may be verified or non-verified, depending upon the application, but in
either case the caller must enter a code before proceeding.
Dial using Forced
Account Codes
1. Place a call using the normal method.
If the call requires an Account Code, a burst of tone (Entry Tone) is heard (after
dialing the telephone number) alerting you to enter the Account Code.
2. Enter the account number.
When the number of digits designated for account codes has been entered, the
number is checked against the verified list, if chosen, and the call continues
normal. If the number of digits entered for the account code is not reached or the
verified code does not match, then re-order tone is heard and the call is rejected.
You can bypass Forced Account Code requirements with three emergency
numbers, including 911. See your System Administrator for these numbers:
1) 911
2)
_______ 3)
_______
Voluntary Account
Codes (Verified/Non-
Verified)
Voluntary Account Codes are optional. They can be entered during a call and are
used for tracking selected calls using Station Message Detail Report (SMDR) call
detail recording option.
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Feature Operations
If the system is set for Verified Account Codes, station users must enter a
specific code when entering the Voluntary Account Code(s) or the code is not
validated for the SMDR call report. This does not affect the call.
Voluntary Account
There are two ways to dial using a Voluntary Account Code:
Codes
Using the Account Code
Button
Note: This requires a Programmable Feature Button to be programmed on
your telephone set with the Account Code feature access code (#46).
1. After accessing a Group Central Office (GCO) line, press the Account
Code button. LCD telephones prompt you to “ENTER ACCOUNT CODE
NOW.”
2. Enter the account code digits. The LCD prompt disappears upon entry of
the first account code digit. After the account code is entered, the time
indicator is restored to the LCD.
3. If your station is set for Verified Account Codes, you hear a confirmation
tone when the code is valid. If the code is invalid, you hear two short
tones.
4. Enter the Account Code. Your conversation is not interrupted.
Using Access Codes
Note: It’s a good idea to warn the other party that you will be disconnected
momentarily when you enter the access code. Once the code is
entered, you will be connected again.
1. After accessing a GCO line, press Cnf/Trn. Once you press Cnf/Trn,
your call is interrupted; you and the other party cannot hear each other.
You will hear feature dial tone.
2. Dial #46. LCD telephones prompt you to “ENTER ACCOUNT CODE
NOW.”
3. Enter the account code digits. The prompt disappears upon entry of the
first account code digit. After the account code is entered, the connection
is restored and the LCD shows the time.
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Feature Operations
Advisory Message
Advisory messaging enables you to store a message for IP5000-series
telephones with a display that call your telephone. The messages can be up to 16
characters long. The IPedge Net system provides a number of predefined
messages, shown in the table below. Message numbers 5~9 can be defined by
your System Administrator.
Advisory Message Default Code Table
Msg No.
Characters Displayed
OUT TO LUNCH
Additional Digits
0
1
2
3
4
5
6
7
8
9
IN A MEETING
CALL _____________
BACK AT __________
RETURN ON________
Directory Number (e.g.,220)
Time (e.g., 1030)
Date (e.g., 10 20)
Advisory Messages can only be set using the IP5000-series telephone. The
preset advisory messages can be displayed using therWeb-bassed
Administration application.
Set Advisory Message
1. Go off-hook or press your extension button to hear the dial tone.
2. Press #411
3. Enter Message number (see table above)
4. Enter additional digits if required.
5. Go on-hook or press Spkr to release the line.
Clear Registered
Message
1. Go off-hook or press your extension button to hear the dial tone.
2. Press #412.
3. Go on-hook or press Spkr to release the line.
Display Preset
1. Login to your Web-Based Administration application..
Advisory Messages
2. Select System Info then the Advisory Message tab.
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Feature Operations
Alarm Notification
The Alarm Notification Button must be set up by your System Administrator
on your station.
When the Alarm Notification button displays
•
Call your System Administrator.
This button stops displaying when the alarm clears or when you press the
flashing button. If the alarm has not been cleared the Alarm Notification
Button flashes every 10 minutes.
Automatic Callback
When you reach a busy station, you can set Automatic Callback to have the
system monitor the busy extension and notify you when it becomes idle.
Automatic Callback can place you in queue for an available outside line, if you
reach a line group in which all lines are busy. When a station or line becomes
available, the system rings your telephone; when you answer the system
automatically rings the intended destination. The amount of time the system
will wait for an idle destination is set in system programming. Automatic
Callback is also known as “CO Line Queuing.”
Set Automatic Callback
1. If you hear a busy tone after dialing an outside line access code or a
station number, press Auto Callback or 4. Busy tone stops, followed by
success tone, then busy tone resumes.
2. Hang up. You can make other calls while waiting.
3. When the called station or outside line becomes idle, your telephone rings
and you will see a fast flashing LED.
•
If you called a busy station, the extension LED flashes green
(incoming call) and the called number displays.
•
If you called a busy outside line, the extension LED flashes green
(incoming call rate). The seized line’s number displays.
4. Answer within about three rings (can be programmed to ring up to three
minutes) to prevent the callback from being cancelled. After you answer,
you hear ring back tone, and the LED flashes green (in-use).
If you hear a busy tone after answering a callback, the called party is already
on another call or the line has already been seized or has received an
incoming call. Your request is not cancelled. You will be called again the next
time a line becomes idle.
If you were attempting to make an outside call, the telephone number is
automatically dialed, including the account code or override codes that were
used.
Cancel Automatic
Callback
Press Auto Callback or extension button + #431.
Deactivate Automatic
Callback
To deactivate Automatic Callback, press the ACB button while its lamp is lit.
When a predetermined time (overall timer) passes after Automatic Callback is
activated, the system automatically cancels Automatic Callback. If the
activator does not answer Automatic Callback for a predetermined time,
Automatic Callback is automatically canceled. In either case, when Automatic
Callback is completed or canceled, the ACB lamp button turns off.
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Feature Operations
Background Music
(BGM)
You can set background music over your telephone speaker. At least one
music source must be connected to your system. Up to 16 different music
sources can be applied to the IPedge Net system: the first source is Quiet
Tone, all others can be music or recorded information. If media resources are
exhausted, the user will temporarily be unable to hear BGM.
Enable Background Music
on your Telephone
Speaker
Press BGM. LED turns on. Or,
Press an extension button + #490 + n + #, where n is the music source 1~15.
Cancel Background Music
on your Telephone
Speaker
Press BGM. LED turns off. Or,
Press an extension button + #491.
Adjust Volume
The phone is in an idle state when listening to BGM. Attempting to adjust the
BGM volume at this point will result in only a ringer tone adjustment and the
BGM will restart at the beginning of the music source.
BGM volume can only be adjusted when the phone is in use. The ‘in use’
state is when a call is being received or dialed.
To change the volume of the BGM, press the PDN key, this interrupts the
BGM and initiates the ‘in use’ state. When you hear the dial tone, use the Vol
key to adjust the tone up or down. Press the PDN key again to return to the
BGM in progress.
Call Forward
There are two types of Call Forwarding that you can set. One is System Call
Forward (set in System Programming) which automatically directs calls to a
predefined location, such as Voice Mail. See your System Administrator to
determine or change your System Call Forward destination.
The other type is Station Call Forwarding. You can use Station Call
Forwarding to replace your System Call Forward destination with a custom
Call Forward setting made from your station. However, a Voice-first call will
not be forwarded.
Important! Check with your System Administrator to determine if
the system uses Basic Survivability, if yes, do not
change your station call forward settings.
System Call Forward
System Call Forward directs calls to a destination preset by an Administrator
for each telephone, commonly set to voice mail.
•
To turn on System Call Forward for your telephone, press #620.
Confirmation tone (three short tones) and display shows “DATA
PROGRAMMED.” This indicates the data is set.
•
To turn off System Call Forward for your telephone, press #621.
Confirmation tone (three short tones) and display shows “DATA
PROGRAMMED.” This indicates the data is set.
Station Call Forward
Station Call Forward enables you to assign Call Forward destinations for each
extension on your telephone to override the telephone’s System Call Forward
settings. Each extension can be independently set up to Station Call Forward
to a unique destination. You can set a Programmable Feature Button to
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Feature Operations
perform any Call Forward function using Enterprise Manager, Web-based
User Administration tool. Call Forward must be set prior to receiving the call.
Important! Check with your System Administrator to determine if
the system uses Basic Survivability, if yes, do not
change your station call forward settings.
The following calls to your station can be forwarded:
•
•
•
•
Internal calls
Auto Attendant calls
Outside lines that ring only your station
Transferred internal or incoming line calls
Station Call Forward
You can set Call Forward for the following categories of calls. Within these
categories, you can use five different types of Call Forward Settings (as
detailed in the next section).
Categories
•
Call Forward Any Call – Forwards any call, whether an internal call or
incoming line call.
•
•
Call Forward - Incoming Line – Forward incoming line calls only.
Call Forward Any Call - Set for Another Station – Enables you to set
forwarding of all calls for another telephone within your telephone system.
•
Call Forward - Incoming Line Set for Another Station– Enables you
to set forwarding of incoming line calls for another telephone within your
telephone system.
Notes:
•
Call Forward Any Call and Call Forward-Incoming line can be set
simultaneously on a telephone. This allows incoming line calls to be
forwarded to a different destination than all of the other types of calls.
•
Call Forward destinations can be set to internal destinations or an
outside telephone number.
Call Forward Settings
•
•
Call Forward All Calls – Forwards all calls immediately.
Call Forward Busy/Do Not Disturb – Forwards calls immediately when
your extension is busy or in Do Not Disturb (DND) mode.
•
•
•
•
In Tone-first systems with multiple lines, Call Forward Busy forwards calls
only when all line appearances are in use. In Voice-first systems, Call
Forward Busy forwards all calls any time your telephone is in use.
Call Forward - No Answer – Forwards unanswered calls after a preset
number of rings. The preset number of rings can be set on a per user
basis.
Call Forward Busy/Do Not Disturb/No Answer – Forwards all calls
when you are busy, in DND mode or when you don't answer a call within
a preset number of rings.
Call Forward Cancel – Cancels the set Call Forward feature. Notice that
each category of Call Forward has a different code for canceling.
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Feature Operations
Station Call Forward
Procedures
You can register a Call Forward function by entering the button sequence as
described or by programming a Programmable Feature Button to perform the
sequence.
To use the Call Forward button sequence:
•
Follow the instructions in See “Call Forward Examples” on page 4-43,
shown under the “Button Sequence” heading. Some features require
additional input, such as:
•
Dest. Ext. or Telephone No. – Call Forward destination numbers
can be internal extension numbers or outside telephone numbers.
If the destination is an outside number, enter the access code
used for dialing out (such as 9) + the telephone number + #. The
telephone system accepts destination numbers of up to 32 digits.
•
•
Timer – Enter the number of seconds (08~60) your telephone
should ring before forwarding the call. (This is the Call Forward-
No Answer timer.)
Call Forward Pass Code – A four-digit Call Forward pass code
can be set up by your System Administrator and will allow one
station to activate the call forward setting for another station.
Users must enter the Call Forward pass code for the station to be
forwarded.
To program call forward button destination using the Web-based User
Administration.
Login to your Web-based User Adminstration and select Call Forward to turn
selections on and off. Select Home to program the button.
Call Forward Examples
To set your telephone to Call Forward Busy-No Answer to an internal
extension number:
•
Press your extension button + #6041 + 3000# + 10
#6041 = Call Forward Access Code sequence
3000# = Internal Extension Number
10 = Ring time in seconds before Call Forwards
To set another telephone to Call Forward Busy-No Answer to an outside
destination number after a set time:
•
Press your extension button + #6042 + 1234 + 1111 + # + 9 +1 949
5873000 + # + 08
#6042 = Call Forward Busy No Answer Access Code sequence
1234 = Other telephone’s extension number
1111 = Call Forward Passcode for other telephone + #
9 = Outside Line Access Code
1 949 5553000 = 1 + Area Code + Telephone Number
# = Must press after entering an outside destination number
08 = Ring time in seconds before Call Forwards
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Feature Operations
Call History
Incoming calls with Caller ID or ANI information can be optionally recorded
into a rolling list for the station where the call is ringing. The call is placed in
the list along with the number, name (if provided), time and date of the call,
and status of the call (answered, abandoned, or redirected). You can access
this list from an LCD telephone with a flexible Caller ID button.
View Call History
•
•
•
When your station is idle, press the Caller ID button. The Caller ID LED
lights green and the latest record displays.
Press Vol + ▲for the next record; press Vol + ▼ for the previous
record.
To view the call date, time, and status, press SK2 (press again to toggle
to call name/number).
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Feature Operations
Call Park
The Call Park feature enables you to hold a call temporarily in a location other
than your telephone. These areas are called orbits. You or another telephone
user can retrieve a parked call from its orbit by specifying the orbit number.
You can specify one of 20 General Park Orbits (7000~7019) or a valid
extension number within the system.
Once you have parked a call in an orbit, you can:
•
•
•
Hang up and retrieve the parked call at a later time.
Originate another call.
Access a voice paging device to announce the parked call for pickup from
another station.
If you park a call and it is not retrieved, it will recall to the parking station and
one of the following occurs:
•
If your station is idle when the system Call Park recall timer expires, the
parked call automatically recalls to your station.
•
If your station is busy, the parked call camps on.
If you have an LCD telephone, you can let the system automatically select an
available orbit number which displays on your LCD.
Park a Call
1. While on a call, press Park in Orbit or press Cnf/Trn + #33. The LED
flashes green (consultation-hold). If you were on an extension during the
call, and you have line button on your telephone, the line LED will flash
until the call is picked up (depending on programming).
2. Specify the Park Orbit using one of the following:
•
Press and the system automatically selects a General Park
Orbit between 7000~7019. The chosen orbit appears on the LCD.
*
•
•
Enter a valid extension.
Press # and the system automatically selects your extension as
the orbit.
3. Hang up. The caller’s extension or line number and the orbit number are
shown. If the parked call is not retrieved within a specified time, the call
rings back to your telephone. When a parked call recalls your telephone,
the LCD shows the line or extension that is recalling and the orbit number.
Retrieve a Parked Call
1. Press Park in Orbit or press your extension button + #32.
2. Enter the Orbit Number where the call is parked or # for the extension
from which you are calling. You cannot use to retrieve a parked call.
*
The extension LED flashes at the in-use rate when the call is retrieved.
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Feature Operations
Call Pickup
You can pick up a call that is ringing another station’s extension, a call placed
on hold at another station and other types of calls. When you pick up an
internal call, the calling station and the called station displays on your LCD.
Group Pickup
One or more stations can be assigned to a pickup group, there are a total of
48 pickup groups available. You can easily pick up ringing calls on other
extensions. Ringing calls include: new, transferred, internal, or external calls.
You will have the ability to pick up calls for other extensions in your group and
other groups as well. See your System Administrator for group assignments.
Ringing, Page or
Held Call Pickup
This feature picks up ringing or held calls, including Group Page and All Call
Page calls. If these types of calls occur at the same time, the pickup priority is
station-to-station and then Page calls in the order of occurrence. In some
systems, this feature can be applied to pick up All Call Page exclusively.
To perform Call Pickup
•
Press the buttons shown in the table below for the desired Pickup feature.
Table 7
Call Pickup Feature Codes
To Pick Up:
Ringing or
Page Calls
Press Ext. Button, then dial
the access sequence below:
A call ringing or held at the Extension Number. #5#6 + Ext. No.
Directed DN
A call Ringing, held or parked at the Ext. No.
A call ringing a member of your pickup group.
#5#29 + Ext. No.
Group
#5#34
A call ringing on any line of this Primary Ext.
No.
Directed Ext.
#5#5 + Primary Ext. No.
A call ringing an extension in this Pickup
Group.
Directed Group
#5#32 + Group No.
A call ringing this Ext. No. only. Other lines
ringing on the same phone are unaffected.
Ext. No.
#5#22 + Ext. No.
#5#9
Outside Calls
Held Calls
Any incoming outside line call.
To Pick Up:
Press Ext. Button, then dial
the access sequence below:
#5#71
Local Retrieve
A call held on this telephone.
A call held on another Primary Ext. No.
Remote
Retrieve
#5#72 + Primary Ext. No.
Directed Ext.
Retrieve
A call held on for this Ext. No., regardless of
where this Ext. No. appears.
#5#74 + Ext. No.
Notes:
•
The Primary extension number is the directory number by which the
telephone set is defined. Other, non-primary extension numbers may also
appear on the telephone. By convention, the Primary extension number is
assigned to the first button (on the bottom left-hand side) of a multi-button
telephone.
•
If more than one call is on hold, the call on the telephone’s lowest button
number is picked up.
Ringing calls are picked up over held calls as a priority.
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Feature Operations
Call Transfer
Call transfer allows a call to be directed from one telephone to another on
IPedge Net.
External transfers to telephone numbers or network extensions off IPedge Net
are also supported, please check with your System Administrator to see if this
is enabled.
There are two types of call transfer:
•
Blind transfer – The call is directly transferred to another extension
without announcing the call or waiting to see if the caller is available.
•
Supervised transfer – The call is “supervised” during the transfer process
so the call can be announced to the receiving party before completing the
transfer. A supervised transfer also allows the person originating the
transfer to take back or cancel the transfer.
Perform Call Transfer
1. While on a call, press the TRNS Soft Key.
Immediate
2. Dial the extension where you want to transfer the call.The call rings the
destination station and your telephone returns to the idle state. If your
telephone does not go idle, the destination may be located in a remote
node, so you need to hang up to return to idle state.
Note: For DN in remote node, the user can transfer by entering # after DN is
entered.
Transfer Using The Cnf/trn
Button
1. While on a call, press Cnf/Trn. Your Line LED flashes green and you
hear an internal dial tone.
2. Dial the extension where the call will be transferred. You can remain on
the line and announce the call or hang up to complete a “blind transfer.”
Note: If the privacy option has been disabled, then if you use a Line button
when you transfer the call, the LED will flash red until the receiving
party answers. While the LED is flashing, you can press the Line
button to return to the call. If the receiving party answers the call, the
LED turns solid red and you cannot reconnect to the original caller.
During call transfer, you can connect all three parties by pressing the
Cnf/Trn button or by pressing the JOIN soft key. This allows the
three parties to talk together.
3. Transfer with Camp On: If the station where you want to transfer the call is
busy, you may hang up and the transferred trunk or station will be camped
on to the busy destination.
Transfer A Call Directly To
Voice Mail (Vm)
1. While on a call, press Cnf/Trn.
2. Enter #407.
3. Enter the VM mailbox number (usually the same as the extension
number) + #.
4. Hang up and the caller is connected to the VM mailbox. This feature does
a blind transfer to VM.
Transfer A Call Directly To
Vm With A Dss Button
1. While on a call, press Cnf/Trn.
2. Press the DSS button programmed to the voice mail number.
3. Hang up and the caller is connected to the VM mailbox.
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Feature Operations
Call Waiting
You can answer a call that is transferred to your station, even when your
station is busy. When another call is camped onto your station, you hear two
Camp-on tone beeps and the extension or Line LED flashes red (on-hold).
If a call is sent to your station when busy, and your station does not have an
extension button available to receive the call, two camp-on tone beeps are
sent to your telephone. You must disconnect or transfer the existing call to
answer the waiting call.
Place Current Call on Hold
to Answer Waiting Call
Press Hold. The existing call is placed on hold. The camped-on line rings
your station (the Line LED flashes green - incoming call) or, if your telephone
has the Auto Hold feature, just press the flashing extension button.
You are connected to the transferred call. The extension or Line LED flashes
green (in-use).
Note: See your System Administrator to find out if you have Auto Hold.
Using the Flashing
Extension Call to Answer
Waiting Call
Press the flashing extension or Line. The existing call is placed on hold. The
camped-on line rings your station (the Line LED flashes green - incoming
call). This disconnects the current call and connects you to the transferred
call. The extension or Line LED flashes green (in-use).
Caller ID
Incoming calls to your extension with Caller ID can be recorded into a rolling
list that is saved on your telephone. The call information is placed in the list
along with the number, name (if provided), time and date of the call, and
status of the call (answered, abandoned, or redirected). You can access this
list from an LCD telephone with a flexible Caller ID button.
Caller Information
The caller’s number and name can be displayed on the IPT or attendant
console’s LCD. The caller information is stored in the system, retrieved at
relevant extension stations, recorded on SMDR, and sent to an external
server and client through CTI link, if necessary.
Caller information can also be sent to a voice mail device integrated into the
IPedge system.
Display Caller Information
When the caller information is provided from a station, it is indicated at a
destination station (IPT or attendant console).
The caller information displays at the relevant station even when the
destination differs from the original destination due to transfer or Call
Forward.
On the line where the caller information is not provided temporarily or it is not
provided originally, “LN xxx” will display.
Notification of Caller
Information
Automatic Number Identification (ANI), CLASS, Calling Line Identification
Presentation (CLIP) and Calling Name Identification (CNIP) are the services
used to send the caller number from a public telephone network.
View Saved Caller ID
Information
1. When your station is idle, press the Caller ID button.The Caller ID LED
lights green and the latest record displays.
2. Use the soft keys (Next, Prev, Call or Exit).
Note: Caller ID is displayed when a call is first answered and displays for
the first 15 seconds of the telephone call.
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Feature Operations
Conterence Call
You can conference together up to eight parties (including yourself). The
actual number of conference parties with acceptable volume levels depends
on the local and far end telephone line conditions.
The person who initiates the conference call is the Master. If, after the
conference is established, the Master exits the conference, the first station to
have been added to the conference becomes the Master.
Set up a Conference Call
1. While on a call, press Cnf/Trn. You hear a dial tone and your Line LED
flashes green.
2. Call another station or outside line.
3. When the called party answers, press Cnf/Trn. If you receive a busy
tone or no answer, press Cnf/Trn again to return to the original
connection.
4. All parties are conferenced. If the second call was placed on a Line that
appears on your telephone, the LED also flashes green.
5. Repeat steps 1~3 until all parties are added or the maximum number of
parties is reached.
6. ??When the Master of the conference hangs up, the control is
automatically transferred to the first internal station added to the
conference call. If no other internal stations are included in the conference
call, the call will be disconnected.
Note: An SLT or SIP station cannot be used as a Master for a conference
call.
Transfer Conference
Control
1. Complete Steps 1 and 2 above to add the line where you want to transfer
conference control. See previous Note.
2. Announce the call and hang up to transfer it. This station now becomes
the conference Master with the ability to add or delete parties.
Hold a Conference Call
If you are the Conference Master, press the Hold button once (or twice for
Executive Hold) to place the conference call on hold. The other parties can
continue with the conference. Music-on-hold is suppressed and your
extension LED flashes green. You can rejoin the conference at any time by
pressing your extension button. When you return, you retain Master status.
Adding Voice Mail to a
Conference
The Conference Master can add voice mail to a conference. This feature
enables participants in a conference to listen to or leave a voice mail message
during a conference call.
Add Voice Mail to a
conference call
(performed by Conference
Master)
1. Press Cnf/Trn to place the current call on Consultation Hold.
2. Dial the voice mail (VM) extension number, then enter the VM mailbox
and security code. This adds the voice mailbox to the conference.
3. Press Cnf/Trn to reconnect to the original party. (You can continue to
add conference members by pressing Cnf/Trn and dialing another
extension.)
Now, all parties in the conference can listen to or record a message to
this voice mailbox. Only the Master can control the VM with Soft
Keys.
Supervising a Tandem
Call
1. While talking on an outside call, press Cnf/Trn. You hear a dial tone. The
extension LED flashes (conference rate).
2. Dial an outside telephone number.
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Feature Operations
3. After the party answers, press Cnf/Trn. The extension LED flashes (in-
use rate) and all parties are conferenced.
4. If you receive a busy tone or if the station does not answer, press the
flashing extension button to return to the original connection.
5. Press Cnf/Trn and hang up. The extension LED flashes (exclusive-hold
rate) and the two lines are connected. The LED turns Off when the parties
hang-up.
6. To supervise a tandem call, press the extension button. If the parties have
finished, hang up. If the parties are still talking, press Cnf/Trn and hang-
up. Both Line LEDs turn Off and the connection is released.
If your telephone company provides automatic disconnect
supervision, the connection will release automatically when the
parties hang up. If not, the lines must be supervised to be
disconnected.
Conference Add/Split/
If you initiate a conference with two or more parties, you can continue to add
outside callers to conference; or you and another member of the conference
can leave (Split) the conference for a private conversation. During this time,
other conference members remain connected.
Join/Drop
You can then Join both of you back into the conference, or you can Drop
(disconnect) the member you are connected to. This feature is performed with
Soft Keys if you have a LCD phone or with a Split button programmed on one
of your Programmable Feature Buttons.
This feature also works for remote stations which are connected through
IPedge Net.
Important! You must be a conference master to perform the Add,
Split, and Drop features. The conference master is the
person that initiates the conference call. If that person
drops from the conference, the first person added to
the conference becomes the conference master.
Add an Incoming call to
the Conference
1. Place the first caller/Conference on hold.
2. Answer the incoming ringing call.
3. While speaking to the incoming caller, press Cnf/Trn button.
4. Press the blinking DN where the first caller/Conference was placed on
hold.
5. Press Cnf/Trn twice to join all parties together.
Split from a conference
1. While in a conference call on an IP5000-series phone, press the SPLT
(Split) soft key or Split button.
2. Press the NEXT soft key until you see the extension number for the party
that you want to Split out of the conference.
3. You can return both yourself and the other Split party back into the
conference by pressing JOIN.
RTRN terminates a feature operation and returns to the previously
displayed state.
Drop the Split party from a
conference
Press the DROP Soft Key. The party that you are talking to privately (the party
which you have Split from the conference) will be disconnected (Dropped)
and you will rejoin the conference.
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If you are in a three-way conference and Split with one of the parties, the
remaining party will essentially be “on hold” until you return to the conference.
Direct Station
Selection (DSS)
This optional feature enables you to use a DSS button to connect directly to
another station’s line extension. The DSS LED shows the status (idle/busy) of
the station and/or the station’s primary extension. For example, a station’s
DSS button LED shows busy (light steady red) when the station is:
•
•
Busy on a call on any button.
Idle but all appearances of the station’s extension are in use by other
stations.
•
When the station is in DND, the LED flashes red.
Connect Directly to
Another Station’s
Extension
1. When connected to a line or another station, press DSS.
The original party is put on hold. You can call a station even if the
DSS LED shows busy (steady red).
2. Announce the call or transfer the call by hanging up or pressing
Release.
Note: You can transfer the call to an idle or busy station.
Do Not Disturb
If your station is in Do Not Disturb (DND) mode, internal, external and
transferred calls do not ring your station and Off-hook Call Announce calls are
denied. You can continue to make calls while in the DND mode. When
originating a call in DND mode, you will hear a short burst of interrupted dial
tone followed by continuous dial tone. You can start dialing at any time during
either tone.
If you put your Primary extension into DND mode, all calls to that telephone
are rejected. If your extension is set for Call Forward-Busy or Call Forward-
Busy/No Answer, the call is redirected to the forwarding destination
immediately.
If you put an extension other than the Primary extension into DND, only calls
to that extension on your telephone will be blocked. Appearances of that
extension on other telephones continue to ring.
To activate DND on your Primary extension
•
Press Do Not Disturb or #6091 (hear Success Tone). The LED lights
steady red and DND mode is activated for the entire station.
To activate DND on a non-Primary extension
•
Press the desired extension appearance and Do Not Disturb or
#6091 (hear Success Tone). The LED lights steady red and DND mode
is activated for that extension on your telephone.
To deactivate DND
•
Press Do Not Disturb or #6092 (hear Success Tone). The LED lights
goes out and DND mode is de-activated.
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Setting DND for
Another Extension
To activate DND for another extension
•
Enter #6191 (hear Entry Tone) + the Primary extension of the remote
extension + the pass code + # (hear Success Tone). This sets DND as if
activated by the Primary extension on the target telephone.
To deactivate DND for another extension
•
Enter #6192 (hear Entry Tone) + the Primary extension of the remote
extension + the pass code + # (hear Success Tone). This removes DND
from the target telephone.
To change your DND Pass Code
•
Enter #670 (hear Entry Tone) + ext. no. (hear Entry Tone) + old pass
code + # (hear Entry Tone) + new pass code + # (hear Success Tone).
If you activate DND while a call is ringing, the ringing stops. The LED
continues to flash on your telephone and ring on other appearances.
Emergency Call
To make an emergency call, dial 911 or Access Code + 911. This
depends on off-hook preference set up for your telephone.
Note: Check with your System Administrator for the Access Code because
this code may be different from the one used to get an outside line.
Emergency
Monitoring Station
Your system may have one IP telephone assigned as an emergency
monitoring station. If your telephone has this assignment, your line LED will
flash green when someone makes a 911 call. When you answer the call, you
can listen in and participate in the conversation. See your System
Administrator for more information on this feature.
Emergency Ringdown
If a station remains off-hook for a programmable period, it can be
automatically treated as an Emergency Call and directed to an emergency
destination. The station may have partially dialed a number or have dialed no
digits at all. Each station is programmed with its specific emergency ringdown
destination.
A station number or a group pilot number can be specified as an emergency
ringdown destination. In a private network, the station or pilot number must be
in the same network node.
Language Codes
This feature enables you to change the language sent from the Attendant
Console or from a PC. See your System Administrator to find out if your
telephone is programmed with the ability to change languages.
To change the Language Display
•
Enter the Change Language access code #495 + the Language Code
(see below).
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1: English date format – MM/DD (/YY)
2: British English – DD/MM (/YY)
3: French – DD/MM (/YY)
4: Spanish – DD/MM (/YY)
Message Waiting
Message Waiting is shown on the Msg button which flashes red when there
are messages waiting. The waiting message indicators can come from the
voice mail system or they can be internal messages sent from other
extensions.
The messages from other extensions are notifications that someone has
called your extension and wants you to call them back.
An extension can receive up to three Message Waiting indications, one
additional indicator will always be reserved for the voice mail system.
Note: If there are Phantom DNs (PhDNs) programmed on an extension,
each PhDN can receive up to three message waiting indicators.
Responding to a Lit Msg
LED
1. Press the Red flashing Msg button. The telephone will dial the message
source (the voice mail or another extension). See Note below.
2. When the call is finished, hang up and the message waiting indicator will
clear.
3. If the Msg LED continues to flash, there are additional messages to
check, repeat steps 1-2.
Voice mail devices have a short delay in turning off the message waiting
indicators.
4. To manually turn off the Msg LED, press your extension button, then enter
#409. Repeat this sequence until all the messages are cleared.
Notes:
•
If there is a + on the LCD, press the Next Soft Key to scroll through the
messages sent to that extension.
•
To see who has sent you messages, or to retrieve the messages, press
the flashing Msg button.
Turning On/Off MW LED
on Another Extension
When an extension is called, the calling party can choose to send a message
to the called party. This is a notification to say that a call has been missed and
the calling party would like to be called back.
By sending a message to another extension you turn on their Msg LED.
1. Dial an internal extension. You may hear ringing or busy tone.
2. Press Msg or 7. The Msg LED flashes red on the called telephone. At
your telephone, the Msg LED lights steady red and the LCD shows the
station number where the Message Waiting light was sent.
3. If you decide to cancel the Message Waiting light at this point, press Msg
or 7 again while ring-over tone is playing and the light will cancel. If you
want to cancel the message later, call the telephone where you set the
message and press 7 twice.
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4. Press Spkr. Your Msg LED turns Off. The Msg LED on the called
telephone flashes until the called party presses the flashing Msg button
which calls you back.
5. Turn off the Message LED.
The two ways to turn Off a Message LED are:
Method 1
1. Press #64 plus the extension number that has the message light
set.
2. Press Spkr or hang up to end the call.
Method 2
1. Dial the extension that has the Message LED.
2. Press 77.
3. Press Spkr or hang up to release your telephone.
Microphone Cut-Off
This feature prevents callers from monitoring the sounds near your telephone
when your telephone receives a Handsfree Call or cuts-off the telephone
microphone while on a speakerphone call. When the feature is ON, the
Microphn Cut-off LED lights steady red and the Mic and Spkr LEDs do not
light when your telephone is called. When the feature is OFF, the Microphn
Cut-off LED is not lit and your microphone works. The Microphn Cut-off
functions on Handsfree Answerback and speaker OCA calls for privacy.
To turn the microphone ON/OFF
•
Press Microphn Cut-off to toggle between ON/OFF.
Off-Hook Call
Announce (OCA)
Off-hook Call Announce (OCA) enables you to complete a call to a busy
telephone. Your telephone must be programmed to either announce
automatically or to announce after you press a button on your dial pad. The
destination telephone must be programmed to accept an OCA. The
announcement may be delivered over the speaker.
Make an OCA Call
•
Manual – Dial an extension. When you hear a busy tone press 5 and,
after one long tone, you can talk through the speaker of the destination
telephone. The person you are calling has answering options as
described below.
•
Automatic – If your telephone and the extension you are calling have
been programmed for Automatic OCA, you can talk through the speaker
of the destination telephone without hearing the busy tone and without
dialing 5.
Answer a Speaker OCA
Call
1. If you have a handset call in progress and you hear one tone, this
indicates that a second station is calling. The second caller connects to
the speaker in your telephone. The Spkr LED flashes and the Mic LED
lights. You will be speaking to the first caller through your handset and the
second caller through the microphone.
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2. To turn off your microphone speaker to the second party, you can press
Mic or Microphn Cut-off; the Mic LED turns Off. You will no longer be
talking to the second caller, although the caller can still speak through
your speaker.
3. Press Mic or Microphn Cut-off again to reconnect to the second
caller. You can toggle as often as you choose. If you do not want the first
caller to hear your conversation with the second caller, cover the
mouthpiece of your handset.
Speaker Off-hook Call
Announce
IP5000-series telephones can receive Speaker OCA which enables stations
to receive internal calls over their speaker while on another call using the
handset.
Override
Override Calls
The available override features are:
•
•
•
•
•
•
Busy Override
Do Not Disturb Override
Executive Override
Destination Restriction/Traveling Class Override
Class of Service Override
Privacy Override
Busy Override
Ring Over Busy Override enables you to send a muted ring tone to a busy
station to indicate a call is waiting. The Busy Override (BOV) muted ring can
be programmed for each station to be two muted rings only or continued
muted rings until the call is answered. This option applies to the station
receiving the muted ring. The muted ring can be sent to the telephone
speaker or to the telephone handset/headset and speaker.
To use Busy Override
•
After reaching a busy station, press 2. A muted tone is heard at the busy
station, indicating that a call is waiting. The station number displays.
Do Not Disturb Override
Do Not Disturb (DND) Override lets you send a call waiting tone or ringing to a
station in DND mode to indicate that a call is coming in. Your telephone may
be programmed to block DND Override from other telephones. Your station’s
LCD shows that the station you have called is in the DND mode.
OCA is possible to DND stations from stations that are programmed for DND
Override.
To use DND Override
•
After reaching a station in DND mode, press 2. A tone signal is heard at
the DND station, indicating a call is coming in. On your station, the LCD
shows the station number you have overridden.
Your LCD displays DND OVR DENY if the station you called denies
DND Override.
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Executive Override
Executive Override enables you to enter an established conversation. Your
telephone can also be programmed to block Executive Override from other
telephones.
To perform Executive Override
•
After reaching a busy station, press 3
Or, if you have an LCD telephone, use the OVRD Soft Key. You enter
a conference with the busy station and the party to whom he was
talking. The called parties may hear an optional tone signal prior to
your entering the conversation.
Your LCD displays EXEC OVR DENY if the station you called denies
Executive Override. If you do not have Override privileges, you will
camp on.
Destination Restriction/
Traveling Class Override
Enables a station user to override the Destination Restriction or Traveling
Class of a particular telephone by entering a pre-determined account code.
To use Destination Restriction or Traveling Class Override
1. Press #471. A Confirmation tone plays and the LCD shows “Enter OVR
Code.”
2. Enter the trunk access code or LCR access code.
3. Dial the external telephone number.
Class of Service Override
By dialing a Class of Service (COS) Override code, a user can change a
station’s set of privileges to one associated with the override code. When the
call is terminated and another is attempted from the same station, the original
COS is applied. This allows selected users to override restrictions that are
placed on any telephone in the system.
To perform Class of Service Override
1. Access a Primary or Phantom DN. You hear a dial tone and the LED
flashes at the in-use rate.
2. Press #471. Dial tone stops. Your LCD prompts you to enter a code.
3. Enter the COS Override Code (four digits). You hear a dial tone.
4. Dial a telephone number.
Note: For security reasons, the override codes are only available on a
selected basis. See your System Administrator.
Privacy Override
This feature enables you to enter an established call on a line you share with
another telephone. Up to two station users can enter an existing Central
Office (CO) line-to-station call (i.e., up to three stations can be connected to a
CO line). You can also use this feature if the station that is already connected
to the CO line is in the Privacy Release mode.
Station users with Privacy Release can allow stations with the shared
button appearance to enter their conversations, even if the station entering
the conversation is not programmed for Privacy Override.
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Paging
Station users can make page announcements to telephones. Check with your
System Administrator to find out the zone numbers for various paging groups.
Verify with your System Administrator if there are sufficient vacant media
resources for successful paging.
To make a Page announcement to telephones:
1. Lift the handset, press your extension button and enter a paging access
code.
2. Make your announcement, then hang up.
To make a Group Page
•
Press Group Page and enter the Group number (01~24)
or
press extension + #31 and enter the zone number.
Answering a Page
•
•
To answer a Group Page, lift the handset off-hook, dial #5#36 and enter
the Page Zone number (01~08, depending on your telephone system).
To answer an External Page Zone, lift the handset off-hook, dial #5#36
and enter the Page Zone number (01~08, depending on your telephone
system).
All Call Page
You can make an All Call Page to telephones assigned to the “All Call Page
Group.” Stations are assigned to the “All Call Page Group” in system
programming.
To make an All Call Page:
1. With the handset off-hook, press All Call Page
or
Dial #30. This pages all telephones in the All Call Page Group but,
depending on system programming, you may or may not page
external speakers.
2. Make your announcement then hang up.
Answer All Call Page
Emergency Page
1. Lift the handset off-hook, dial #5#36.
2. Enter the Page Zone Number (01~08, depending on your telephone
system).
An Emergency Page overrides Group Pages or All Call Pages to telephone
and external paging devices.
•
•
To make an Emergency Page, lift the handset off-hook, dial #37.
To make an Emergency Page to a group, lift the handset off-hook, dial
#38 and enter the Group number.
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Privacy
Privacy controls the ability of more than one person to use the same
extension at the same time. Privacy applies to multiple appearances of
extensions, Phantom extensions, outside Lines, and outside Line Group
buttons. The application of Privacy to individual telephones is controlled in
system programming.
By default, the system is private. If you are in a conversation, another
telephone with an appearance of the line on which you are talking cannot
intrude unless that telephone has been programmed for Privacy Override. In
that event, the other telephone may enter and leave the conversation at will. If
all users are provided with Privacy Release in Class of Service, the system
will function as non-private.
Your telephone may be equipped with a Privacy Release and/or a
Privacy on Line button. On a normally private telephone, Privacy
Release allows other appearances of your line to join the conversation. On a
normally non-private telephone, Privacy on Line allows you to exclude
others. The Privacy condition may be toggled at any time during a
conversation. At the end of the conversation, the line’s privacy condition
returns to its original state.
Use Privacy Release
•
While on a CO line call, press Privacy Release. The LED lights red.
The outside line flashes at all appearances. When another station user
enters the outside line call by pressing a common outside Line, the
Privacy Release LED turns Off.
•
•
•
To add a third station, press Privacy Release again; the process
repeats.
Set/Cancel Privacy
Press Privacy on Line to set privacy. The LED lights steady red.
Others are blocked from entering your outside line calls when they press
a common Line.
Press Privacy on Line again to cancel the feature. The LED turns Off.
Redial
Use this button to redial the last number dialed from your telephone.
To redial the last number, press Redial or 0.
•
*
Speed Dial
Speed Dial (SD) enables you to dial a sequence of up to 32 digits with a
shorter code. Dial sequences can include telephone numbers, authorization
codes, passwords feature activation codes, and pauses. Speed Dial may be
used to originate a call or invoked after a call is established. There are two
types of Speed Dial:
•
System SD – All telephones in your system can share a list of up to 800
System Speed Dial numbers under the exclusive control of the System
Administrator. In some cases, System Speed Dial enables you to reach
numbers that you would not be allowed to dial directly from your
telephone.
•
Station SD – Your System Administrator allocates a block of up to 100
personal SD numbers (10 per telephone). You have exclusive use of
them and you can create and change them from your own telephone. If
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you have a 9-Line LCD telephone, you can assign names to your station
SD numbers to appear on the Personal SD Directory display (see your
System Administrator or use the procedure for “Storing Personal Speed
Dial Names” on page 4-61.)
Personal Speed Dial
1. See your System Administrator to check how many personal Speed Dial
numbers are allocated to your telephone and if you have Speed Dial
capabilities enabled on your telephone.
2. Set up / Store your personal Speed Dial numbers.
3. Assign names to personal Speed Dial numbers (on supported models).
Making a Call Using Speed
Dial
There are two ways to begin a Speed Dial Call.
1. Press Spdial on an IP5000-series digital telephone
or press the button on any telephone.
*
2. Dial the Station or System Speed Dial Number. Station Speed Dial
numbers occupy numbers 100~199. System Speed Dial numbers occupy
numbers 200~999.
Table 8:
Feature
Feature Access Code Sequences
Speed Dial (Dialing an SD number)
a
b
Station
Spdial + nnn
nnn = 100~199 Station SD numbers
1
2
System
Spdial + nnn
nnn = 200~999 System SD numbers
a. Stations must be assigned/enabled Speed Dial capabilities in system programming.
b. If your telephone does not have a Spdial button, press the * button, then dial the three digit Speed Dial
bin number (nnn).
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Storing a System/Station
Speed Dial Number
1. Dial #66. The display shows “SPEED DIAL” and you hear Entry Tone.
2. Dial the Station Speed Dial number (100~199) or System Speed Dial
number (200~999). The LCD shows your digits and you hear Entry Tone.
3. Dial the telephone number to be stored + #. Include any required access
and area codes. The LCD shows “SPEED DIAL” + the Speed Dial
Number + destination + #. You hear Success Tone.
4. Lift handset.
5. To enter another number repeat steps 1-4. Refer to Table 7.
6. Example: To store a Station Speed Dial number to Speed dial location
100, dial #66 + 100 + 99495833000 + #
Table 9:
Feature
Feature Access Code Sequences
Speed Dial (Storing an SD number)
a
b
Station
#66 + nnn + Phone No. + #
nnn = 100~199 SD bin numbers
System1
#66 + nnn + Phone No.2 + #
nnn = 200~999 SD bin numbers
a. Stations must be assigned/enabled Speed Dial capabilities in system programming.
b. Refer to Table 7 to see how to enter * and # into a speed dial phone number.
Special Characters
See Table 7.
SD numbers may include 0~9, #, and Pause. For an example on how to use special characters,
*
Table 10:
Entry
Meaning
0~9
0~9
#
End of Speed Dial Number when entering via access code (#66)
Escape. “ ” functions as an escape key indicating that the number imme-
*
*
diately following represents something exceptional. When is used as
*
an escape character, it consumes one Speed Dial digit. Entering 7 to
*
insert a seven-second pause would use two of 32 characters.
A pause from 1~9 seconds. To pause longer than 9 seconds, enter more
pause escape sequences. Example: To insert a 17-second pause, press
*
(1 ~
*9*8. A “P” displays denoting a pause in the SD number. In this exam-
9)
ple, you would see “PP.”
is entered into the speed dial string.
*
**
*
#
# is entered into the speed dial string.
Speed Dial Capabilities
Go to Enterprise Manager.
1. Click on Station > Station Assignment.
2. Click on the Basic tab.
3. Enter the desired number of SpDial Bins.
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4. Set System Speed Dial to enable/disable. Default is Disable.
5. Click on the Save icon.
Long SD Numbers
Up to 32 digits can be stored in one SD location. If you exceed 32 digits, the
excess digits are automatically stored in the next sequential SD location. If SD
100 contains 40 digits, then 8 of those digits would be stored in SD 101. If you
save other digits to SD101 they will over-write the eight digits automatically
stored there.
Storing Personal Speed
Dial Names
You can store names with Personal Speed Dial numbers. These names will
display as Soft Keys which can be used for dialing from the telephone LCD
directories.
Notes:
•
Speed Dial locations must be assigned to your telephone by your System
Administrator before you can store names. Your System Administrator
can also associate names with Station Speed Dial numbers.
•
Only the Administrator telephone can store System Speed Dial numbers.
Assign Station Speed Dial
Names
Web-based User Administration
1. Login and select Speed Dial, then select or enter the desired Speed Dial
Index and set the number and name.
2. Enter a Speed Dial location number (100~199 for personal speed dial or
200~999 for System speed dial, depending on system programming).
3. Enter the telephone number to be stored. If you normally dial a line
access code (such as 9) and/or an area code, enter the codes before the
telephone number.
4. Input the name you want to appear in the Personal SD directory (nine
characters max).
5. Click on Save icon to register the information.
Time and Date Setting
(Local)
IP telephones will display the time, day and date of the time zone of the
telephone system location it is connected to. If the IP telephone is not located
in the same time zone as the telephone system, the IP telephone can be used
to change the time, day and date of the IP Telephone to the local time zone in
which the telephone is located.
To change the Date
•
From the IP telephone, dial #653 and enter YYMMDD#
Example: To set the date to March 12, 2008.
YY = Year, example 08
MM = Month, example 03
DD = Day, example 12
Note: The IP telephone date can only be changed one day before or after
the telephone system date. The day will change automatically when
the date is changed.
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To change the time
•
From the IP telephone, dial #654 and enter HHMMSS#
Example: To change the time to 01:30 PM
HH = Hour, example 13 (range is 00~23, 24 hour clock must be
entered)
MM = Minutes 30 (range is 00~60. It must be within 15 minutes of
system time.)
SS = Seconds (range is 00~60).
Note: The time set must be within 15 minutes of system time.
Tone First / Voice
First Signalling
To determine the signalling on the telephone circuit.
Tone First Signalling
When the telephone rings and the called party must press Spkr or lift the
handset in order to receive the call.
Voice First
Signalling
The telephone does not ring when it is being called, rather a long tone is
heard, followed by the caller's voice coming through the speaker. This method
automatically starts in a hands free mode and allows both parties to speak
with each other.
Note: The calling party has control over whether Tone First or Voice First
Signaling is being used. The ability to switch between the two is setup
by the System Administrator.
To change the signalling method while placing the call
1. Enter the extension number
2. Press 1 to turn on Tone First Signaling.
3. Press 2 to turn on Voice First Signaling.
Uniform Call
Distribution
Uniform Call Distribution (UCD) provides ACD-like service based on the
simplified Distributed Hunt feature. Incoming calls are answered by Voice Mail
as the Auto Attendant function or they can be directly routed to the UCD
(Distributed Hunt) Pilot number. The caller will dial the UCD Pilot station in
response to a prompt. The call will go to the next agent or, if all agents are
busy, the call will camp-on to the Distributed Hunt pilot and ring-back tone or
Music-on-Hold (MOH) will be sent.
This feature distributes incoming calls to available agents. Agents must be
logged into the group to receive UCD calls. The following illustration shows
the typical call flow for this service.
1. Agent logs into the UCD group.
The call is received from PSTN or extension.
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Feature Operations
2. The call is routed to voice mail which provides the initial greeting using the
auto attendant service.
3. The voice mail can be configured to prompt callers to enter the
destination number or to route the call to the pre-determined destination.
4. The voice mail transfers the call to the UCD pilot group.
5. According to the hunting rule (distribute), the call is delivered to an idle
agent who logs in to this hunting group.
If no agent is available in the hunting group, the call is queued to the UCD
pilot group. The caller may hear the Music on Hold (MOH) or Ring Back Tone
(RBT) depending on the configuration. If the call cannot be answered within
the preconfigured time, the call is routed to an overflow destination.
Login/Logout
Login and Logout is controlled by the Login key assigned to the agent phone.
The Log status is displayed on the Login key as shown below
•
•
Login - Key is On Steady
Logout - Key is Off
The Login/Logout feature is applied to the call which terminates to UCD pilot
only. Therefore, the call can terminate to agent Prime or Phantom PDN
directly even if the agent is in Logout state. Also, Login/Logout can be
activated by an access code. The default numbering plan is shown below.
Access Code
#6061
Feature
Login - from Agent Station
#6062
Logout - from Agent Station
#6161 + DN + #
#6162 + DN + #
Login - Agent Station (DN) from another station
Logout – Agent Station (DN) from another sta-
tion
where DN = the Directory number of the agent station.
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Messaging Features
5
Access your
Mailbox by Phone
The following information is required:
•
Phone number to call the voice messaging system (this may be different from
inside and outside of the organization)
•
•
Your mailbox number
Your security code (password)
Many organizations allow you to access your mailbox directly from your office
phone by pressing the “Message” button. When using this button, you are
prompted for your password. If you don’t see this button on your phone, contact
your system administrator to see if it is available.
Set up Your
Mailbox for the
First Time
The first time you access your mailbox, the system asks you a few questions to
set up your mailbox.
1. Enter your initial default password.
If you do not have this, it can be obtained from your system administrator.
Once you enter your default password you are prompted to change it for
security purposes.
2. Record your first and last name.
This identifies your mailbox when you log in, as well as identifies your mailbox
to other internal subscribers.
3. Record your personal greeting.
This is the greeting callers hear when directed to your mailbox. You can
change your personal greeting at any time in the future, or set up a temporary
(extended absence) greeting. Refer to Chapter 4 – Greetings for more
information on personal greetings.
If your mailbox is enabled with voice commands, the first time you access your
mailbox you also hear a short tutorial that guides you on using spoken commands
to navigate your mailbox.
Once you have completed this set up process, the system notifies you there are
any new messages in your mailbox.
To access the New User Setup at any time in the future, press 7 from the main
system options menu.
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Messaging Features
Check New Messages
Most organizations have a message indicator light on office phones. By
default the message indicator will light up when you have a new voice
message, but some system administrators will also set it up to indicate when
you have a new fax message.
To check new messages and access your voicemail box:
1. You will need the following information:
•
Phone number to call the voice messaging system (this may be
different from inside and outside of the organization)
•
•
Your mailbox number
Your security code (password)
2. From the Subscriber’s menu, press 1 to review new messages. The
system will play any priority stamped messages first.
You can also receive a text message to your cell phone or pager when a new
message arrives, or set up a “call-out” where the system will call any
designated phone number (e.g. a cell phone or home phone) when a
message has been left in your voicemail box. To learn how to activate and
deactivate these Message Notification options, review Chapter 6 – Personal
Options.
Review saved
messages
Saved messages are messages you have already heard and saved. A
message is moved to your saved messages when you press 1 during or after
message playback. The length of time a saved message is kept before being
permanently deleted (for example, 30 days) is set by your system
administrator. Your system administrator will also designate if you receive
notification that a saved message is about to be permanently deleted,
providing you with the opportunity to save it again if you wish to keep it for a
longer period of time.
To review saved messages:
1. Call the voice messaging system
2. Press 1 2 from the subscriber’s menu to review saved messages.
Envelope Information
Press 8 while listening or after listening to the message to find out who sent
the message as well as the date and time sent.
While listening to a message, you can press 4 to rewind or 6 to fast forward
(in increments of five seconds or as programmed by the system
administrator). You can also press 5 to pause the message and 5 again to
resume it (it automatically resumes after 60 seconds or as programmed by
the administrator).
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Messaging Features
Volume /Speed
Control
You can use the following keys at any time during message playback to
change message volume or message speed.
Press 9 then one of the following keys:
1 Low Volume
2 Normal Volume
3 High Volume
4 Low speed
5 Normal speed
6 High speed
Reply to a Message
During message playback or after the message has finished playing, you can
reply to the sender of the message. The message will be delivered directly to
the sender’s voicemail box.
1. Press 7 1 while listening to a message or after the message has finished
playing.
You can use the following keys at any time during message playback:
1 Save the message
2 Listen to next message
3 Erase the message
# Repeat the message
7 Reply / Redirect the message
8 Envelope information
9 Speed or volume control
2. The system will prompt you to record a message. Use the following
options to send the message.
1 Delivery message
2 Review message
3 Rerecord message
0 Delivery options (see Chapter 3 – Sending Messages for more
information on delivery options)
Cancel and exit
*
Call Back Directly
In addition to replying directly to a mailbox, you can also call back the sender
of a message. This option will ring their phone rather than send a message to
their mailbox.
1. Press 7 while listening to a message or after the message has finished
playing.
2. You now have a few options:
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Messaging Features
•
•
•
To call the number and delete the message, press 3
To call the number and save the message, press 4
To call the number and keep the message as new, press 5
3. The system will place you on hold while it transfers your call.
Redirect a Message
During message playback or after the message has finished playing, you can
redirect (forward) a message to another subscriber’s voicemail box.
1. Press 7 2 while listening to a message or after the message has finished
playing.
2. The system will prompt you to enter the mailbox to which you wish to
forward the message. You can also use a private or public group
distribution list at this time.
See Chapter 5 – Using Group Distributions for more information on
setting up and using group distribution lists.
3. After you have made your selection, press 1 to confirm or 2 to change.
4. Press 1 to send without a comment, or 2 to attach a comment to the
beginning of the message. You can send the message with normal
delivery, return receipt and/or priority; see Chapter 3 – Sending
Messages to learn about these delivery options.
5. The message is now sent. Press to continue, 2 to send to additional
*
destinations, or 7 to additional destinations with the same comment.
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Messaging Features
Erase / Delete and
Retrieve a Deleted
Message
While you are listening to a message, or after a message has finished playing,
you can delete the message from your inbox or saved box.
Delete a Message
Press 3 during or after message playback. The message will be moved to a
deleted folder.
Note: You will have a minimum of one day to recover this deleted message;
some system administrators may extend this recovery period.
Retrieve a Deleted
Message
You may also retrieve a deleted message and move it back into your saved
messages folder.
1. Press 6 from the main subscriber’s menu. If you are currently reviewing
messages press * 6.
2. You now have three options:
•
•
•
To listen to your deleted messages, press 1
To move the message back to your saved messages, press 2
To delete the message, press 3
Note: Erasing a message permanently deletes your message from the
system and you will no longer be able to recover it.
Number of Messages
To check how many messages you haves:
The system can tell you how many new and saved voicemail messages you
have. If you have fax and email capabilities, the system will also inform you
how many fax and email messages you have.
From the Subscriber’s menu, press 1 4 to hear your message count.
Send A Message
Directly To A
Subscriber’s Mailbox
You can send a message directly to another subscriber’s mailbox from your
voicemail.
To record and send a message:
1. Access your voicemail box.
You will need the following information:
•
Phone number to call the voice messaging system (this may be
different from inside and outside of the organization)
•
•
Your mailbox number
Your security code (password)
2. From the subscriber’s menu, press 2 to record a message.
3. Press any key when you are done recording.
•
Press 2 to review your message before sending
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Messaging Features
•
•
•
•
Press 3 to Re-record your message
Press to cancel without sending
*
Press 1 to send.
Press 0 for delivery options such as confidential, urgent or
message confirmation.
4. The system will prompt you to enter the mailbox to which you wish to
send the message. You can also use a private or public group distribution
list at this time; see Chapter 5 – Using Group Distributions for more
information on setting up and using group distribution lists.
5. Press 1 to confirm or 2 to change your entry.
When sending a message, the system will also provide you with the option to
send the message with return receipt and/or schedule it for future delivery.
See this chapter for more information on these options and follow the prompts
in the system to use these features.
Note: You can press any key to interrupt the system voice prompt
explaining how to leave a message.
To Mark a Message as
Confidential
When you mark a message as confidential, you inform the recipient that it is
confidential before the message plays.
1. Call the voice messaging system, then press 2 from the subscriber’s
menu to record a message. Press any key when you are done recording.
2. Press 0 3 1 to mark your message as confidential.
3. The system will then ask you to address your message.
When sending a message as confidential, the system will also provide you
with the option to send the message with return receipt and/or schedule it for
future delivery. This chapter contains more information on these options and
follow the prompts in the system to use the features.
To Mark a Message as
Priority
When you mark a message as priority, it will be sent to the front of the
subscriber’s message inbox.
1. Call the voice messaging system and select 2 from the subscriber’s menu
to record a message. Press any key when you are done recording.
2. Press 0 3 2 to send your message as priority.
3. Address your message.
When you send a message as priority, you will also be provided with the
option to send the message with return receipt and/or schedule it for future
delivery. See this chapter for more information on these options and follow the
prompts in the system to use these features.
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Messaging Features
To Mark a Message as
Priority and
Confidential
1. Call the voice messaging system and press 2 from the subscriber’s menu
to record a message. Press any key after recording.
2. Press 0 3 4 to send the message as priority and confidential.
3. Address your message.
When you send a message as priority and confidential, the system will also
provide you with the option to send the message with return receipt and/or
schedule it for future delivery. See this chapter for more information on these
options and follow the prompts in the system to use these features.
To Request a Return
Receipt for a Message
When sending a message to a subscriber’s inbox you can request a
confirmation that the recipient received and listened to the message. A
notification will be delivered to your inbox after the message has been listened
to.
1. Call the voice messaging system and press 2 from the subscriber’s menu
to record a message. Press any key when you are done recording.
2. Press 0 5 to send your message with return receipt.
3. Address your message.
To Request
Notification of Non-
receipt
You can request that the system notify you if a message you send to a
subscriber is not heard. A notification will be delivered to your inbox if the
message is not listened to by a date and time that you designate.
1. Call the voice messaging system and press 2 from the subscriber’s menu
to record a message. Press any key when you are done recording.
2. Press 0 6 to send your message with return receipt.
3. The system will ask you to use your keypad to input a 2-digit month, 2-
digit date and 4-digit time. The system will confirm the date and time you
specify.
4. To confirm and continue sending press 1.
5. Select the mailbox destination and press 1 to confirm and send.
To Schedule a
Message for Future
Delivery
You can schedule a message for future delivery with any delivery option
(normal, priority, confidential, receipt and non-receipt). After you select your
delivery options and address the message you can send the message
immediately or mark it for future delivery.
1. Call the voice messaging system and select 2 from the subscriber’s menu
to record a message. Press any key when you are done recording.
2. Select your delivery option.
3. Select the mailbox destination and confirm.
4. Press 2 for future delivery.
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Messaging Features
5. The system will ask you to use your keypad to input a 2-digit month, 2-
digit date and 4-digit time. The system will confirm the date and time you
specify.
6. Press 1 to confirm and send, or 2 to change your delivery time.
To Send a Message
Using Directory
Assistance
If you do not know a subscriber’s mailbox number you can use directory
assistance to find it.
1. From the subscriber’s menu, press 2 to record a message.
2. Press any key when you are done recording and press 1 to continue.
3. Follow the voice prompts to select directory assistance. Many
organizations use 9 but some system administrators change this key
press.
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Messaging Features
To Send a Message to
a Group Distribution
You can send a message to a group distribution list. This option allows you to
send a message to multiple individuals without having to enter in individual
mailbox numbers. For example, if you are a manager, you may wish to set up
a distribution list that includes your team members.
You can set up private (personal) group lists while a system manager will set
up global (public) group lists. See Chapter 5 – Using Group Distributions for
more information on setting up group distribution lists.
1. From the subscriber’s menu press 2 to record a message. Press any key
when you are done recording and press 1 to continue.
2. Press # to send to a Private Distribution list or # # to send to a global
Distribution list.
3. Enter the group number.
4. Press 1 to confirm or 2 to change your destination.
5. Press 1 to send.
Delete a Message
after Sending
You have the option of deleting a message from a subscriber’s mailbox if a
message you sent to the subscriber has not yet been listened to.
1. Call the voice messaging system and select 5 from the subscriber’s
menu.
2. Enter in the mailbox number you wish to check and the system will play
the first unheard message you left for the recipient.
3. To delete the message press 3, to replay the message press 1, to hear
the next message press 2.
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Greetings
6
Change your
Personal Greeting
When you access your mailbox for the first time you will be asked to record your
personal greeting. You have the option of changing this greeting at any time.
1. Call the voice messaging system and select 3 2 3 from the subscriber’s
menu to change your greeting. Press any key when you are done recording.
2. To listen to the greeting you have just recorded press 2, or to activate this
greeting press 1. To re-record the greeting press 3.
Deactivate your
Personal Greeting
When your personal greeting is deactivated, external callers will hear a standard
system greeting that includes your recorded name. If you have also deleted your
recorded name, callers will hear a system standard greeting that includes your
mailbox number.
1. Call the voice messaging system and select 3 2.
2. The system will tell you if your greeting is activated or deactivated. If it is
activated, press 1 to deactivate.
Listen to your
Greeting
Call the voice messaging system and select 3 2 2 from the subscriber’s menu to
listen to your greeting.
Change your
Recorded Name
When you access your mailbox for the first time you will be asked to record your
name. This will identify your mailbox to you when you log in, as well as identify
your mailbox to other internal subscribers. You can re-record your name at any
time.
1. Call the voice messaging system and press 3 3 2 from the subscriber’s menu
to change your recorded name. Press any key when you are done recording.
2. To listen to your name before saving, press 1
3. To save your recorded name simply hang up or press to exit.
*
Delete your
Recorded Name
Call the voice messaging system and select 3 3 3 from the subscriber’s menu to
delete your recorded name.
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Greetings
Important!
If you delete your recorded name without re-recording, the
system will identify your mailbox to internal callers only by its
mailbox number.
Activate your
Temporary Greeting
(Extended Absence)
You can set up a temporary greeting which will replace your standard
personal greeting when activated. A temporary greeting is often used when
you are out of the office or have specific information to tell a caller, while
retaining your standard personal greeting for reactivation at a later time.
1. Call the voice messaging system and select 8 1 from the subscriber’s
menu to record your greeting. Press any key when you are done
recording.
2. To listen to the greeting you have just recorded press 2, or to activate this
greeting press 3. To erase and re-record this greeting press 1.
Deactivate your
Temporary Greeting
(Extended Absence)
Call the voice messaging system and select 8 4 from the subscriber’s menu
to deactivate your temporary greeting and restore your standard personal
greeting.
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Other Messaging Applications
7
Group
Distributions
You can send a new message or redirect a message to a group distribution list.
This option allows you to send a message to multiple individuals without having to
enter in individual mailbox numbers. For example, if you are a manager you may
wish to set up a distribution list that includes all members of your team, especially
if you send them frequent voice messages.
There are two options for distribution lists: private and global (public). When you
set up a private group distribution list, only you can access and manage this list. A
global group distribution list is set up by a system administrator for everyone to
use, but only the system administrator may add or delete members, delete the list,
or listen to members of the list.
Set up a Private
Group Distribution
List
1. From the Subscriber’s menu, enter 3 6 1 to create a new group.
2. Select a number to save the list under, followed by #. You can select any
number from 1 to 5 digits.
3. The system will prompt you to record a list name. The list name will help you
identify the list in the future. To save the name and continue, press . To listen
*
to your recorded name, press 1, to re-record press 2, to delete press 3.
4. After you save the recording you will add members to the list you just created.
Select prompt 4 and the list number, followed by #.
5. To add members, press 2
6. Enter the first mailbox of the person you wish to add. The system will confirm
the addition.
7. Continue entering any additional members. Press when finished.
*
Add Members to a
Private Group
Distribution List
You can add members to a pre-existing distribution list at any time.
1. From the Subscriber’s menu, enter 3 6 4.
2. Enter the list number you wish to make changes to, followed by #
3. To add a new member, press 2 and the new mailbox number. The system will
confirm the addition.
4. Continue entering any additional members. Press when finished.
*
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Other Messaging Applications
Delete Members from
a Private Group
Distribution List
You can delete members from a pre-existing distribution list at any time.
1. From the Subscriber’s menu, enter 3 6 4.
2. Enter the list number you wish to make changes to, followed by #
3. To delete a member, press 3 and then the mailbox number followed by #.
The system will confirm the deletion.
4. Continue entering any additional mailbox numbers you wish to delete.
Press when finished.
*
Delete a Private
Group Distribution
List
In addition to deleting individual members from a private group distribution
list, you can also delete an entire distribution list.
1. From the Subscriber’s menu, enter 3 6 3.
2. Enter the list number you wish to delete, followed by #
3. The system will play the name of the list and prompt you to press # to
confirm the deletion.
Listen to Members in
a Private Group
Distribution List
You can listen to a list of members in a distribution list at any time.
1. From the Subscriber’s menu, enter 3 6 4.
2. Enter the group list number you wish to listen to, followed by #
3. Press 1 to listen to a list of the members of the group.
Using a Private Group
Distribution List
You can use a private group distribution list when sending a new message or
redirecting a received message.
1. Call the voice messaging system and record a new message or forward a
received message.
2. When you address the message for delivery, you have the option of
inputting a mailbox number or selecting # for a private group distribution
list.
3. Enter the group number you wish to use followed by a #
4. Press 1 to confirm, or 2 to change your entry.
Using a Global Group
Distribution List
You can use a global group distribution list when sending a new message or
redirecting a received message.
1. Call the voice messaging system and record a new message or forward a
received message.
2. When you address the message for delivery, you have the option of
inputting a mailbox number or selecting # # for a public distribution list.
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Other Messaging Applications
3. Enter the group number you wish to use followed by a #
4. Press 1 to confirm, or 2 to change your entry.
Personal Options
Some Personal Options are optional features which may or may not be available
to your organization. Check with your System Administrator if any of these
features are available to you.
•
•
•
•
•
•
•
•
Send notification to additional devices when a message is left in your mailbox
Set a wake-up call
Change your mailbox password
Set up your personal assistant
Forward a call to another phone number using follow-me
Set up call screening
Set up do not disturb
Set up a personal schedule
Message
Notification
Message notification allows you to set up a schedule where you are notified
through additional devices when new messages are received to your mailbox.
Examples of message notification include:
•
•
•
Receiving a text message to your cell phone
A notification to a pager
A call-out to another phone number (e.g., home phone)
Message notification enables you to set a day/time schedule whereby these
notifications are sent. For example, if you work from home one day a week, you
may wish to be notified at your home number if a message is left in your office
mailbox. On the weekends you may still want to know when a new message
arrives, but only wish to be notified by a text message to your cell phone. Each
separate notification is set up through a separate “notification Line.”
Depending on your organization, you may have access to set up message
notification directly, or your system administrator may need to set up message
notification for you. Once message notification is set up, you can activate and
deactivate this feature through your mailbox.
To Activate or
Deactivate
Message
You can use your phone to activate or deactivate message notification once the
schedule has been set up.
1. Call the voice messaging system and select 3 1 1. The system will tell you
Notification
whether or not your message notification is activated.
2. If it is not already activated, press 1.
You may also activate or deactivate individual schedule lines. You will need to
know the notification schedule each schedule line refers to.
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1. Call the voice messaging system and select 3 1 1. The system will tell
you whether or not your entire message notification is activated.
2. To activate or deactivate a specific schedule line, press 2.
3. Enter the schedule line number
4. The system informs you if this schedule line is activated or deactivated.
To change, press 1.
Set a Wake up Call
You can set a wake up call to ring a phone (for example, your cell phone) at a
specific time during the day. The wake-up ring will repeat everyday until you
turn it off.
1. Call the voice messaging system and select 3 1 3
2. To set a weekday wake-up call, press 1; to set a weekend wake-up call
press 2
3. The system will tell you whether wake up call is activated or deactivated.
To change, press 1.
4. Once the wake-up call is activated, select 2 1 to enter in a time when you
would like to receive the call.
5. Enter in a 4-digit time followed by a for AM or # for PM.
*
6. The system will confirm the wake up time.
7. Set up the call-out number. This is the number the system will ring at your
scheduled time. Press 3 and the system will inform you if there is already
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a call-out number saved (this allows you to reuse a number without
having to enter it every time you set up a wake up call). To change the
call-out number press 1.
8. Enter the phone number followed by #
9. The system will confirm the number.
Change your Mailbox
Password
Your mailbox password is initially set when you access your mailbox for the
first time and complete the mailbox setup process. However, you can change
your mailbox password at any time.
To change your mailbox password:
1. Call the voice messaging system and select 3 4 1
2. Enter a new password
3. The system will ask you to confirm the password.
You can also delete your mailbox password without entering a new one:
1. Call the voice messaging system and select 3 4 2
2. The system will ask you to press # to confirm deletion
Important!
If you delete your mailbox password your mailbox will not be
password-protected.
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Other Messaging Applications
Personal Assistant
With Personal Assistant you can designate buttons that callers can press
when listening to your voicemail message that will automatically transfer them
to another extension. For example, you may wish to inform callers they can
reach your assistant by pressing a number on their keypad.
A Personal Assistant must first be set up by your system administrator to
define the key press. Once the key press is set up you can change the
transfer extension through your phone. Check with your system administrator
to see if any keys are pre-defined in your organization.
To change your Personal Assistant transfer extension:
1. Call the voice messaging system and select 3 7 2
2. Enter the mailbox of the person you wish the call to be transferred to,
followed by #.
3. Change your personal message greeting (see Chapter 4 – Greetings) to
indicate to the caller that they can use this key press. For example, “Press
1 to be transferred to my assistant.”
Follow me
Follow-me enables you to set up your mailbox to forward a call to another
phone number before the call is transferred to your voicemail. For example,
you may be out of the office but are expecting an important call and want all
calls to be transferred to your cell phone.
Follow-me is an optional feature that may or may not be available in your
organization and depending on how it is set up can also allow you to:
•
•
•
•
Accept a call or reject it and send it to voicemail
Record the conversation once the call is accepted
Conference in the operator and stay on the call or drop out
Conference in another extension and stay on the call or drop out
Setting up Follow
me
1. Call the voice messaging system and select 3 1 2 2 from the
subscriber’s menu.
2. Enter a phone number (the call-out number), followed by #, the system
will then repeat the number back for confirmation.
3. To activate this call-out number, press 1 or to enter a new call-out
number, press 2.
Once the call-out number is activated, all calls stop ringing at your office
phone and will automatically be forwarded to your call-out number.
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Accepting or
rejecting calls at a
call-out
Once a call rings through to your call-out number you have the option of
accepting or rejecting the call.
1. Once the Follow me has been set up and a call is redirected to your call-
out number and you answer the phone, you will hear a message that
indicates you are receiving a transferred call from the voicemail system.
2. Press # to accept the call or to reject the call and send it to voicemail.
*
Transfering to an
Operator or
another Extension
If available in your organization, you can transfer to an operator or to another
extension once you accept a transferred call.
1. Once the Follow me has been set up and a call is redirected to your call-
out number and you answer the phone, you will hear a message that
indicates you are receiving a forwarded call from the voicemail system.
2. Press # to accept the call.
3. At any time during the conversation, press # again to trigger the call
options. You can press 0 for the operator or # and another extension
number, then hang up.
Setting up Call
Screening
When call screening is set up, a caller is asked to state their name before the
call is transferred to your extension. You then have the opportunity to accept
the call or send it to voicemail. If call screening is available in your
organization, you may activate or deactivate it through your phone.
1. Call the voice messaging system and select 3 5.
2. The system informs you if call screening is activated or deactivated.
3. To change, press 1.
Setting up “Do not
Disturb”
You can have calls sent directly to your voicemail when you do not want your
office phone to ring.
1. Call the voice messaging system and select 4 1
2. To deactivate and have calls transferred back to your phone, press 1
again.
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Setting up a Personal
Schedule
The personal schedule allows you to manage calls according to a schedule
you define. With the personal schedule you can:
•
•
•
Route a call to one or multiple destinations based on caller ID, time, or a
combination of the two.
Play different greetings based on caller ID, time, or a combination of the
two.
Set up alternate dialing menus (allows callers to press digits on the
keypad during your message to be transferred to a personal assistant or
other extension/phone number, skip the greeting, replay the greeting or
page you).
For example, when on a business trip you want your cell phone and a
colleague’s office phone to ring when a call comes into your extension. If
voice mail picks up, you want an alternate greeting played that tells callers
you are out of the office, but directs them to press 1 to reach an operator, 2 to
leave a voicemail, and 3 to ring a different colleague’s extension.
Recording a
Scheduled Greeting
Your personal schedule is set up your system administrator, however your
messages are recorded through your voicemail box.
1. Call the voice messaging system and select 3 8
2. Select a greeting number on your keypad between 1 and 9
3. To listen to the greeting select 2; to record a greeting select 3
Unified Messaging
If Unified Messaging is available in your organization, you will be able to
access all of your voice and fax messages directly through your email inbox.
You can listen to your voice messages with any audio player and fax
messages can be viewed with a standard image viewer. The subject line of
voice and fax messages will include caller ID; voice messages will include the
duration of voicemail (in seconds), while faxes will show fax sender and
number of pages.
Access your
Voicemails through
Email
If Unified Messaging is available in your organization all of your voicemails will
be accessible through your email inbox. Each time you receive a voicemail an
email will be sent to your inbox with an attachment that includes a recording of
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the voicemail. You can open this attachment with any audio player installed
on your computer to listen to the recording or on your telephone as shown
below.
Click the “Link to message” to play your message using the telephone. The
following options display. Click on the appropriate button.
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Call Manager Basics
8
The IPedge Call Manager works with Net Server to provide a powerful "PC-
Phone" to enhance productivity for telephone users.
The Call Manager is designed to run on a PC with Microsoft® Windows XP,
Windows Vista, Windows Server 2003, Windows Server 2008, or Windows 7
operating systems connected to a standard TCP/IP network with the Net Server.
The Net Server must be installed with the proper software license(s) for Call
Manager to operate correctly. Call Manager will operate in Demo Mode if the
appropriate licenses are unavailable. Demo mode lets you use the software for
Demonstration purposes only for a limited period of time.
There are two levels of IPedge Call Manager:
•
•
Call Manager Standard version is free to all users of the IPedge system. The
license (I-CM-STD1) for Call Manager Standard is included in the user license
bundle at no additional charge.
Call Manager Advanced version provides enhanced functionality, including full
Unified Communications (UC). Purchase Call Manager Advanced license
(I-CM-1) when full UC capabilities are required.
Note: All Call Manager user features are described. They may or may not work
depending on the license.
Call Manager provides the following major functions:
•
•
•
•
It allows you to place, answer, handle, view, and manage phone calls using
your computer screen, keyboard, and mouse.
Using the VoIP Audio capabilities can provide a complete speech path when
using a PC with the proper speech component support.
Rules and actions can be set up to automatically activate when calls arrive
even while you are away.
It can easily interface with many popular programs (like Microsoft Outlook,
Goldmine, ACT, etc.). This allows you to dial from and “screen-pop” into these
programs or the Internet / Intranet.
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The Main Screen
This section gives an overview of the main user interface of the Call Manager,
including the buttons, displays, and indicators, which allow you to easily and
efficiently operate your phone. Call Manager provides two views, Compact
and Expanded, allowing you to operate using only the space on your screen
that you want.
Note: You can easily change the color scheme of your Call Manager by
clicking drop down next to the Set the color scheme icon. The color
options are Blue, Silver or Black.
The Compact View
In “Compact” view Call Manager consumes minimal screen space but still
provides the user with indictors, information, and buttons to effectively
operate the phone. This view is most effective when users handle one call at
a time, or have very little available screen space. Below is a sample view and
information about the various parts of Call Manager.
Main Menu
Button
Expand Button
Companion Application tabs
Note: The button information below is independent of the compact or
expanded view. However, the buttons that are visible in the compact
view are explained first and the additional buttons are explained in
the Expanded view section.
Button / Icon
Main Menu
Description
Click this button to access Call Manager configuration
menus and Help.
Minimize Button
Hides Call Manager into the system tray. Double-
click on the Call Manager icon (shown right) in the
system tray to return the Call Manager to the
screen.
Maximize Button
Used to change the phone to/from its “Compact” view and
its “Expanded” view.
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Button / Icon
Description
Tabs – Home, Actions, The tabs control various functions and settings.
Preferences, Tools
•
Home – has some of the basic telephone functions,
such as Make Call, Answer, Hold, Transfer, Hangup,
Forward, DND On/Off.
•
•
Actions – contains the tools to create, copy, edit/test,
and delete user defined actions.
Preferences – contains General configuration, Hot
Keys, Dialing, and Docking. It also has tab settings,
such as Add, Update, Delete, and Revert.
Tools – contains calls and events information.
•
Icons on the Right
(L to R): Toggles compact and expanded mode, color
scheme, voice message indicator, open personal call han-
dler. These functions are explained below or in other
chapters.
Information LCD Dis-
play
This window simulates a phone LCD and provides differ-
ent types of information depending on current status. If
your phone is idle, it shows the date/time, Extension num-
ber, and current Name. While a call is active on your
phone it shows information about the call – Duration, Call-
erID or Name (if present.) When a call is active in the win-
dow, right-click on the LCD to access to popup a menu of
call control options.
Message Wait-
ing Indicator
This indicator blinks a Red light above the envelop icon
(shown left) when you have messages waiting.
Side Window Rollout
Button
Press this button to show a side window that has addi-
tional programmable buttons.
CompanionApplication A number of optional companion programs can be config-
tabs
ured to add significant functionality to the Call Manager.
Each Companion Application is docked in the pane at the
bottom of Call Manager to provide easy access to the fea-
tures/functions of the application.
Home Phone tab
The first four keys allow you to (from left to right) Answer,
Hold, Transfer, and Hang up a call. Should you forget, you
can hover your mouse over a key to be reminded what
function a key performs.
Do-Not-Disturb Key
and Indicator
Displays the current Do Not Disturb status of your phone.
Hover the mouse over this area to see the current DND
status message. Click to change your DND status and
message.
Call Forward Key and
Indicator
Displays the current “PBX call forwarding” status for your
phone. Hover the mouse over this area to see the entire
FWD status. Click to change your PBX forwarding status
and destination.
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Button / Icon
Dial Pad Button
Description
Click the dial pad button to expose and
hide the popup Dial Pad. Use the Dial
Pad when you reach a recording that
says “...Press 1 for sales, 2 for sup-
port,...”. When this dial pad is displayed
you can use your mouse to click the dig-
its to dial or use the number keys or
NumLock keypad on your computer
keyboard to dial digits.
Make Call Button
Click the Make Call button to dial the number shown in the
Dial Buffer.
Dial Buffer and Redial Type a number into this space and press Enter or click the
Selection
“Dial” button to the left of the box. Click the drop-down
arrow to view the last 10 outside phone numbers you
dialed. Select a number from the drop-down and press
Enter or click Dial to redial that number. You can even
Copy/Paste phone numbers from other programs into this
window to dial. You may also include letters in the dial
number – Call Manager automatically converts the letters
to the matching numbers on the telephone keypad (i.e. 1-
800-IFLYSWA).
Volume Controls
Audio Control
These buttons control the volume when the VoIP audio
interface is used.
The audio control is your line button with a status indicator
for that line when using the VoIP audio interface. Right
click the button to see the Audio Configuration menu.
Recording Button &
Indicator
The indicator light works in conjunction with OAISYS
Tracer and OAISYS Auto Call Record. Users with appro-
priate permissions will have this indicator on their Call
Manager. If the light is red, this means the user’s call is
currently being recorded. If the light is gray, it is not being
recorded. The user can click on this button and select
‘Start Recording’ to initiate recording of the call. If the call
is being recorded the user can click on the button to termi-
nate the recording.
A number of shortcut keys allow you to use the keyboard in place of the
mouse to control Call Manager. The list of Shortcut keys can be found using
the menu selection Setup>Shortcut Keys. Note: The F1 key is the HELP key
a can be pressed at any time to access the Help document.
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Expanded View
In “Expanded” view the Call Manager is enlarged beyond the compact view to
provide the user with additional buttons, indictors, information to manage multiple
simultaneous calls and to access many other features. The follow describes the
additional items in the “Expanded” view.
•
•
Streamline Button – Used to change Call Manager back to its “Compact” view.
Calls Window – This window displays that status and associated information
for each active phone call on the phone. Thus you can easily view and
manage multiple phone calls. Right click the mouse on any call to view a
menu of options for handling the call (like Hold, Transfer to Voice Mail, Hang
Up, etc.).
•
Call Info Indicators – on the right side of the Call Window is a “Call Info
Indicator” that indicates if Extra call information is attached to a call. A gray
notebook icon means no information is attached, a blue notebook icon means
standard information is attached, and a red notebook icon indicates priority
information is attached to the call. Press the Call Notes icon to view or change
Notes information on the call. Notes are retained with the call even when you
transfer it to another person. You may use Call Notes with an IVR to attach a
Customer Name, Credit Card Number, and Zip Code to the call before you
answer, saving you from asking the caller for this information.
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•
•
Programmable Buttons – A number of keys can be easily configured by
the user as “Feature” keys, “Speed Dial” keys, “Call” keys, “User Action”
keys, etc. To change one of these keys simply Right-click the mouse over
the key and use the Setup Key window to configure the settings for the
key.
ACD Buttons – ACD keys are programmable buttons that would give
ACD agents easy login/logout of ACD groups. These keys also display
the current ACD agent status, and allow agents to control their Wrap-Up
mode.
Screen Docked
Call Manager provides a screen-docking feature where the Call Manager can
dock to the top or bottom of your PC screen. When screen docked the Call
Manager takes on a very low profile using only a small portion of the screen,
and stays accessible even when other applications are maximized. This
allows user’s to access the features of Call Manager while consuming a
minimal amount of PC screen space as shown below. This is not the default,
the default docked profile is the regular expanded view.
Views
Screen-docked profile
Most of the phone display, buttons, and controls that appear on each screen-
docking profile can be chosen by the user from the “Docking Tab” in Call
Manager Preferences.
Call Manager Main
Menu
To reach Call Managers Main Menu, click on the SCM icon/menu in the upper
left-hand corner. The Main Menu opens as shown below:
The Main menu screen menu item expands into an ability to Change the
Login settings, an ability to reset the phone to its default settings, access help,
and check the Call Manager version and serial number.
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Shortcuts
You can use the Quick Access Toolbar or KeyTips to execute various commands.
The QAT and KeyTips available in SCM are explained below.
Quick Access
Toolbar (QAT)
The QAT (shown below) consists of frequently used tools that can be added to the
top of the screen for easy access. You can add as many tools as you like. If there
are too many to fit on your bar, the remaining ones will go into overflow.
In Compact mode the Answer, Hang up, and Dial Box tools are always available in
the QAT. These three cannot be removed, but more tools can be added. However,
you can change this configuration in Compact/Docked mode if you wish.
Compact Mode
Quick Access Toolbar
Regular Mode
To add tools to the QAT, right click on an icon, then select “Add to Quick Access
Toolbar.” To remove a tool from the QAT, right click on the icon, then select
“Remove from Quick Access Toolbar.”
Note: Any pop up menu tools, such as Companion docking and color schemes
cannot be added to the QAT.
KeyTips
KeyTips allow for easier keyboard navigation. Each tool on the Ribbon has a
KeyTip assigned to it which you can navigate with using your keyboard. To begin,
press Alt. Small boxes with letters inside appear over various tools on the ribbon.
To use that tool, press the letter. For example, press 'Alt + C' to use the
“Compact” button.
If the tool is a container-type tool (such as a Ribbon Tab, Drop-down menu, or the
Application menu), pressing the associated KeyTip will show the KeyTips of tools
in that container. From there, you can press another KeyTip to use a tool in that
container, or press Escape to return “up” one level, showing the keytips from
before. For example, press 'Alt + A' to transfer to the Actions ribbon tab, then
press 'N' to launch the New Action dialog box.
Note: If you want a tool to be available without having to navigate the ribbon,
you can add it to the Quick Access Toolbar. Tools on the QAT respond to
Alt+1, Alt+2, etc.
Hot Keys
SCM also has “Hot Keys” for dialing and popping up (to quickly answer calls),
which can be set in Preferences > Hot Keys.
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The Side Window
Screen
Click the “Side Window” button on the main screen to cause the side window
to appear just to the right side of the main window or below when the main
window is docked. The side window provides access to the Personal Call
Handler window and additional programmable buttons can also be reached.
This window is docked to the side of the main window. You can move the side
window around the screen, but whenever the main window is moved the side
window will move with it. And likewise whenever the main window is
minimized (into the system tray) or restored, the side window will move with it.
Call Handler Mode
•
Call Handler Management Buttons – Used to Add, Change, or Delete
Personal Call Handler rules.
•
•
Close Button – Use to close the Call Handler window.
Call Handler Rules Window – Displays the current Call Handler rules
along with an enabled (checked) and disabled (unchecked) box per rule.
The triggering event is show in blue text while the action to take place is
shown in red text for easier viewing.
•
Buttons tab – Use to switch the window from the “Call Handler” mode to
the “Buttons” mode.
Buttons Mode
Below is a sample view of the side window screen in Buttons mode, which
provides 25 user-programmable buttons for the user.
•
User Programmable Buttons – A number of keys can be easily configured
by the user as Feature keys, Speed Dial keys, Call keys, User Action
keys, ACD keys, etc.
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Companion
Application
Windows
Companion Application tabs open as the result of clicking one of the Call Manager
tabs. These windows open docked (connected) to the main window or can be
undocked (moved away) from the main window. (Each side must be enabled in
the “preferences/docking” drop down list). While a companion window is docked
with the main window, whenever the main window is moved the companion
window will move with it. And likewise whenever the main window is minimized
(into the system tray) or restored, the companion window(s) moves with it.
When companion windows are undocked, they float separately from
the main window and can be moved and resized separately. Use the
Fly out / Fly in icon (shown right) to dock and undock companion
applications.
All companion applications can dock to the top, bottom, left or right side of the
desktop. When docked, the companion applications can be arranged in various
configurations (vertically, horizontally, pinned, unpinned). To dock a Companion
Application window to one of these edges, first undock the window from the main
window. Then, drag the companion application window until one edge overlaps
the screen's edge. When you release the mouse, the application will dock to that
edge.
You can drag multiple application windows to the same edge to place them in a
shared dock. This will allow you to resize each window by dragging the splitter
bars, or move it to a different position in the dock by dragging the application
titlebar to various interior edges of the dock. The More Buttons companion
application changes configuration to show in a single vertical column when
docked, to allow a thin docked area which preserves screen area.
Screen Colors
The Call Manager has three color schemes. To change the color of your display,
click the Color drop down and select either Blue, Silver or Black.
Color icon
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Using Call Manager Features
9
This chapter defines how to use the IPedge features using Call Manager.
Features included are Call Handling, system, Call Center, and Microsoft Outlook
features. Personal Call Handler (PCH) rules can be created to respond and take
actions on calls automatically, or Programmable Buttons can be used for even
easier access to many features.
Call Handling
Features
Call Handling features include how to dial, answer, hold, transfer and hang up
calls. It also includes how to view the Extra Call Information when attached to a
call.
Making Outgoing
Calls
Call Manager supports a number of ways to place calls including open
architecture links to other programs or contact managers, which can also be used
to dial calls. The following are some of the typical ways to place a call using Call
Manager. Most of these functions are found on the Call Manager Home tab.
Manual On-screen Dialing
1. Click within the dial number box and enter the number from the keyboard
(shown below).
2. Press Enter when done to start the number to be dialed.
Dial Number Box
Re-dial a Recently Used Number
1. Pull down the list of numbers in the dial number box and select the number to
dial.
2. Click the Make Call button to dial.
Using Call Manager Dialpad
1. Click the dialpad button
to expose the dialpad.
2. Enter the number to be dialed including a trunk access code; the call will
proceed automatically once a valid number is entered.
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Hot Key Dialing
1. Highlight a telephone number in another application.
2. Using the keyboard, press the key combination assigned for Hot Key
Dialing. The call will proceed dialing the number highlighted.
Using Drag and Drop
•
Use the mouse to drag and drop a call from either the Call History or
Contacts tab list into the LCD Display window. The call will proceed to
dial.
Using Contacts / Personal Speed Dial List
1. Click the Contacts Companion tab to open the contacts page, and
navigate to a Directory or Group.
2. Make a selection from the listing and double-click the name to proceed
dialing.
or right-click on the selected name and choose Call Now to proceed.
Using Call History to Re-dial a Number
1. Click the History Companion tab.
2. Scan the list for a recently dialed number or look for a number of
someone that called you.
3. Right-click on the line with the person to call and select Call Now
or double-click on the line with the person to call.
Using Speed Dial User Button
•
Click on a User Programmable button that has been programmed as a
Speed Dial button. The call will proceed immediately.
Answering Calls
Typically the longest ringing calls are answered first, but calls can be
answered in any order with a click of the button.
To Answer Oldest Call
•
While a call is ringing, click the Answer button.
or double-click on the top call in the Calls View Window.
or press the Answer Hot Key (F9).
Note: Call Manager must have focus for the key to work.
To Answer Calls in Any Order
•
Double-click on the selected call in the Calls View Window.
To Answer a Call while Talking (Call Waiting)
•
•
While on an existing conversation, another call may ring. The existing call
can be placed on hold and the ringing call answered.
While talking on an existing call and another call rings in (not marked
“Campon”), click the Answer button
or double-click on the ringing call in the Calls View Window
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Using Call Manager Features
or press the Answer Hot Key (F9).
Note: Call Manager must have focus for the key to work.
Hang Up
Hanging Up or Disconnecting Calls
•
When the call is completed, click the hangup button to disconnect the call
or right-click on the call in the Call View Window and select
Hangup.
or press the Hangup Hot Key (F12). Note: Call Manager must have focus for the
key to work.
Holding Calls
To Place Call on Hold
•
While talking with a caller, click the hold button to place call on
hold
or right-click on the call in the Call View Window and select Hold
from the menu.
To Retrieve Call
•
To re-connect a held call, click the hold button again
or press the answer button.
or double-click on the held call in the Call View Window
or right-click on the held call and select Answer from the menu.
Transferring
Calls
Using Transfer Button
1. While talking with a caller, click the transfer button to get
intercom dial tone
or right-click on the call in the Call View Window and select Transfer.
2. Using the keyboard enter the number to transfer the caller to, press Enter
when done.
or use the on-screen dial pad and dial the number. Once the system recognizes a
valid number, the call will proceed automatically.
Using Drag and Drop
•
While talking with a caller, use the mouse to drag and drop the call from the
Calls Window onto a DSS button for immediate transfer to another station.
or use the mouse to drag and drop the call from the LCD display window onto a
DSS button for immediate transfer to another station.
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Using Call Manager Features
Call Forwarding
To Set Call Forwarding
1. Click the FWD Off button.
2. Choose a Forwarding type from the pull-down listing
(shown below).
3. Enter a Destination for the forwarded calls.
4. Click Save to compete the setting.
To Clear Call Forwarding
1. Click the.
button
2. Choose <None> from the pull-down listing.
3. Click Save to remove the previous setting.
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Using Call Manager Features
Status Messages
and DND
Status messages is available under the DND Off option.
Setting a Status Message
1. Click the
button to bring up the Set Status Message window.
The following screen displays.
2. Change the selection to Status Msg Only On
3. Use the pull down listing and select a Status Message.
4. When needed enter additional information on the Custom 2nd Line.
5. Click the Save button when done. The status message will appear on the
DSS keys throughout the system.
Turning Off DND or Message Only
1. Click the
button to bring up the or Status Message window.
2. Click the Msg Off radio button to remove the Status Message.
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Using Call Manager Features
Viewing Extra Call
Information
Call Manager has the ability to attach, retain, and display extra information
taken on a call. This could include information input by an IVR, added/
attached information by the Call Router, attached from a database, or added
by any user who handled the call. This information is retained with the call as
it is transferred about in the phone system. The following Call Info icons are
displayed in the Calls window or LCD Display to indicate the presence of
additional information. The icon changes color depending upon the
information available:
•
•
•
– No call information attached to this call.
– Normal call information attached to this call.
– At least one field of priority call information is attached.
To View Call Information
Right click the “Call Info” icon
on the right side of the Call key for the
desired call. This window can contain many different fields depending on your
configuration and the call information attached. Note: These windows can
automatically popup whenever a new call arrives by using the Popup Call Info
Screen action in the Personal Call Handler.
To Add or Change Information
1. With the “Call Info” window open, place the cursor into the box to be
changed and use the keyboard to add or erase information.
Note: The ability to add or change information is controlled by Preferences
> General > Extra Info settings.
2. Click the Update button to save the new information. Once changed,
other programs will use this information. For example, the call is being
screened and transferred into an ACD queue; the caller could define a
Preferred Agent by entering an agent’s ID into the Preferred Agent
Information field. When the call is transferred this information is available
to be used by the ACD application.
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Using Call Manager Features
To Copy Call Information to Another Application
With the “Call Info” window open, click the Copy button to place that specific
information on the Windows clipboard for pasting into another program. For
example, the user may need to use the Customer number to look up the status of
an order. Clicking Copy and switching to the other program and pasting into the
appropriate field allows for a fast lookup.
Call Center
Features
The ACD actions can be used to Log In / Log Out to/from ACD groups. Going
temporarily unavailable and an ability to end wrap times can be part of the
features available. Additional Call Center features are possible using User
Programmable buttons.
Logging In or
Out
Click the ACD Login button to open the ACD Login/Logout window.
Note: The right list box shows available groups for the identified agent number.
The left list box shows groups currently logged into.
To Log Into or Out Of one or more groups
1. Highlight the group name(s) in the right-hand box and click <<Log In. If your
Agent ID is listed as a Supervisor, then the Supervisor: Take Calls check box
will be offered on your screen. Placing a check in this box will log you in to
take calls for the group(s) selected when <<Log In was pressed.
2. Click Done when finished.
3. The ACD Key will display the number of ACD groups the extension is logged
into and the total number of ACD groups you are a member.
To Log Out
1. Highlight the group name(s) in the left-hand box and click the >>Log Out
button.
2. Click Done when finished.
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Using Call Manager Features
Changing Agent
Status
1. Click the ACD Status button. The following ACD Agent Status window will
appear:
To Make Agent Unavailable
1. Use pull-down list and choose a reason.
2. Click the Make Unavailable button.
3. Click Done.
To Make Agent Available
1. Click the Make Available button.
2. Click Done.
To Set the ACD Status to Wrap-up
1. Click Set WrapUp button.
2. Click Done.
Note: The Set WrapUp button is NOT available on all installations.
To End WrapUp
1. Click the ACD Status button.
2. Click the End WrapUp button.
3. Click Done.
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Preferences
10
PREFERENCES
This section defines settings that are available to the user and can be changed to
meet their needs. A number of additional settings are available for the System
Administrator for setting more advanced features such as controlling access to
some features, creating a server-based rules and configurations. This section will
concentrate on the settings readily available to the user.
These settings are arranged under the Preferences tab (shown below), Hot Keys,
dialing options, docking, and tabs settings. Each of these sections will define the
settings and how to change these settings to match your needs.
Config Settings
Preferences has a number of settings for making Call Manager work and look the
way you choose. To access Preferences click on Preferences tab. The settings in
Preferences are divided between four tabs each defined below.
Note: Depending on your configuration you may not be able to change the
Preferences, in which case you should check with your System
Administrator.
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Preferences
General
These settings control how Call Manager interacts with other Windows-based
programs and how it should react when calls ring or are being dialed. Extra
Call Information can be enabled and content to be displayed defined as well
as details for Microsoft Outlook Integration when used.
User Preferences
•
•
Pop Up on Call Ringing – Check this option if you'd like your Call
Manager to automatically pop up when a call rings on your phone.
Pop Up on Call being Dialed – Check this option if you'd like your Call
Manager to automatically pop up whenever a call is being dialed from
another program (via TAPI or DDE dialing) or dialed via Hot Key dialing.
•
•
Always on Top – Use this option to keep Call Manager on top of all other
programs. This makes it easily accessible.
Low Profile – Enabling this option makes the Call Manager very thin in the
“Streamlined Mode” by eliminating the Option Buttons on the bottom of
the screen.
•
Mobile User – some users travel with a laptop PC from desktop to
desktop each time using the Call Manager with a different PBX extension.
This Mobile User option will pop up a “Login” screen each time Call
Manager is started so that they can log into the appropriate PBX phone
extension.
•
•
Disable Ribbon Key Tips – When this box is unchecked, pressing ALT
while using Call Manager will popup the ribbon KeyTips, which allow you
to access any tool with a few keystrokes. When checked, KeyTips will be
disabled, allowing you to use the ALT key without them popping up.
Call History
Enable Call Logging – To have Call Manager collect and display Call
History, Call Logging must be enabled.
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Preferences
Call Types
•
•
Once Call Logging is enabled, a choice needs to be made to log All, Intercom
Only, or Outside Only calls.
Sound File – Enter the path to the .WAV file to be played. Use the Browse
button when needed to search for the path to the sound file.
Audible Message
Waiting
An audible sound can be played when the Message Waiting indication turns on.
The sound played can be any .WAV file of your choosing.
•
Enable Sound – Placing a check mark in the box enables playing a sound in
the file shown. Clicking the Test button will allow you to listen to the sound
selected.
Extra Info Screen
Each call may have additional information attached to the call that may be useful.
The Configuration button in the window accesses the screen for enabling this
feature as well as choosing the extra information items to be displayed along with
their properties shown below. With the Extra Info Feature enabled, this symbol
appears with each call. When the symbol is gray, no information is present, when
cyan, information is attached and when red, high priority information is available.
•
Extra Info Feature – Provides for enabling or disabling this feature. When
disabled, the Call Information icon will not appear with each call.
•
Static Information Fields – These fields will have a fixed area within the Call
Notes window for the information to be displayed. You have the ability to Add,
Change an existing or Remove any field.
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Preferences
To Add or Change a Static Info Field:
•
Field Name – Select from the pre-defined list of fields or create you own
field name. This name must match exactly the information field where the
information is held.
•
•
Description – Enter any description you desire to mark this field.
Field Type – Each field can be selected to be either a fixed parameter (1
line) or long text (multiple lines) fields.
•
•
•
Priority – The field priority selected will mark the color of the icon attached
to the call.
User Can Edit Field – This determines if this field can be changed or
fixed.
Action Button – A button can be defined to use trigger user defined
Action. The Action Name must match exactly the name of the Action
defined in User Defined Actions.
•
Dynamic Info Fields – Allows the choice of when these fields will show.
provides a large set of fields, which are automatically filled in based upon
the call information. Dynamic fields are fields set by another application
and are not pre-defined in.
MS Outlook Integration
Call Manager is specifically designed to work in harmony with Microsoft's
Outlook contact management program.
•
Initial Setup – Click the Configuration button to reach the Outlook
Preferences screen with the following options:
•
Enable Outlook Integration – This main option enables/disables the
Outlook Integration features. This must be checked for any Outlook
features to work. If you're not using Outlook, then this should be disabled.
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Preferences
•
•
Home Area Code – Enter your home area code. This is used for dialing local
calls when the area code needs to be stripped from the dialing.
On Manual Dialing – Lookup In Outlook – When enabled, whenever you dial a
phone number manually, the phone number will be looked up in Outlook to
see if there is a match. If there is an exact match (only one Contact entry
matches) the name and account number from the Contact will be
automatically attached to the call. Typically this should always be enabled.
•
Automatically Open a CONTACT for each Call – When enabled, whenever
you dial a phone number that matches an Outlook Contact, that contact will be
popped only – sometimes referred to as “Reverse Screen-Pop”.
•
•
Add New Contact if No Match Found – When enabled, if no contact matches
this phone number, a “New” contact in Outlook will automatically pop up.
Automatically Open a JOURNAL for each Call – Using Outlook Journal entry
makes it convenient to keep track of phone calls made (or received) and to
takes notes while on a call. By enabling this option a New Journal entry will
be popped open whenever you make a call. Also, if the phone number exactly
matches an Outlook Contact, then this new Journal entry will be automatically
“associated” with that Contact.
•
•
Automatically View the Contact’s Web Page – When enabled, if the contact
record contains a Web address for the caller, this web page will pop up within
the browser.
Incoming Screen-Pop – Use the Personal Call Handler feature to perform
Outlook Screen Pops!
•
•
Calendar – Enable appointment and reminder events from Outlook Calendar.
Outlook Phone Link – With the Outlook Link application installed, click the
Setup button to access the Setup Configuration for Outlook Link. For details
on setting up Outlook Link see the Application Note “Screen Pop Outlook”.
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Preferences
Dialing Tab
Click Preferences > Dialing or Preferences > General > Dialing tab. Use this
tab to determine whether to follow a Server-based dial plan, use a dial plan
defined for your station, or dial all the codes yourself. The last option is not
practical when using a database or using “hot key” dialing since other
applications don’t know what is a valid number to dial including entering a
trunk access code when needed. If your System Administrator has set up the
Server-based Dial Plan, this is the best choice and will save you a lot of time.
Local Dialing Plan
•
•
Trunk Access Code – This must be set to the access code you need to
dial to get an outside line or trunk. Making outside calls using “Speed Dial”
keys or dialing from another program, a Trunk Access Code will
automatically be dialed to access a trunk before dialing the phone
number.
Home Area Code – Your local area code should be defined here. This is
used only when you choose to use the Local Dial Plan.
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Preferences
Dialing Outside
Numbers
•
•
Dial same as User Dialed – With this option selected, outside phone numbers
will be dialed exactly how the user dialed them (unchanged by Call Manager).
Use Local Dial Plan – When this option is selected, the user dials an outside
phone number, the number will be analyzed according the dial plan and the
number will be automatically modified (add “1+” for Long distance, etc) before
Call Manager dials it. Use the Change Plan button to view and/or change the
settings of the dial plan.
•
Use SERVER Dial Plan – When this option is selected, the dial plan that is
configured on the NET Server will be used as the dial plan. You can press the
Check Plan button to bring up the Server Dial Plan Tester screen that allows
you to enter a Test Phone Number and see how it will be dialed. It is the
responsibility of the System Administrator to setup and maintain the server
dial plan.
Dialer
When the Dialer option is installed, two action buttons can be defined for use with
the Dialer. These user-defined buttons can appear on both the Ready to Dial and
the Results screens used with the Dialer.
•
Ready to Dial – Enable the Action button and select the Action to be
performed when the button is pressed. Optionally, the label can be changed to
meet your needs.
•
Call Results – Enable the Action button and select the Action to be performed
when the button is pressed. Optionally, the label can be changed to meet your
needs.
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Preferences
Defining a Local Dialing
Plan
Each area of the US uses a different set of rules for determining which calls
are local calls or long distance. For your area, a good source for determining
how to define your dialing plan, use the opening pages of your phone book.
These pages generally define how to dial different areas and provide a listing
of prefix codes for the local calling areas. Three typical examples are:
1. Phoenix, AZ – all calls within the “602”, “480”, and “623” area codes are
considered to be local calls, while all calls outside those area codes are
considered long distance.
2. Santa Fe, NM – calls to some office codes within the “505” area code are
considered to be local calls, while other calls to the “505” area code are
considered long distance.
3. Atlanta, GA – all calls to area codes “770” are considered to be local calls
while some calls to the “404” and “678” area codes are also considered to
be local calls.
If you chose to use the Local Dialing Plan, you need to create a dialing plan. If
you chose SERVER Dial Plan, then you should check with your System
Administrator if you have questions.
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Preferences
Calling Within My
Home Area Code
•
Home Area Code – Set this to the Area code where the phone is located. This
will be used by Call Manager to determine which dialed calls are within your
home area code and when searching a contact manager (reverse screen-
pop) the dialed number will need the area code included, i.e. Microsoft
Outlook. This is a duplicate of the entry to the one made in the Dialing Tab,
thus the value entered previously will show here.
•
•
All Home Area Code Numbers Local? – Select either All Calls in my Area
Code or only Calls to these Office Codes.
Local Office Codes – This entry is only presented if you chose Call to these
Office Codes in the previous step. The pull down listing shows the exchange
codes (prefix codes) that are considered to be a local call from your location.
Click the C button to display the “Change Dial Rules” screen.
•
•
•
To Add Local Prefix Codes – Enter the prefix code and click Add. The
wild card character ‘#’ can be entered at the end of a prefix code entry
to represent a range of codes. For example, 75# would represent all
codes 750 to 759 and 7## would represent codes 700 to 799.
To Delete Local Prefix Codes – Highlight a prefix entry and click
Delete button. The delete button removes the entire entry from the
list, thus if the entry has a wild card, then it removes all codes
represented by the wild card character.
To Delete a Specific Prefix Code – To delete one prefix code that is
part of a range of codes entered using a wild card character, enter the
prefix code to be considered not local in the Long Distance box and
click Add. For example, if prefix code 755 is long distance but all other
75# codes are local, first enter 75# into the local list and the add 755
as Long Distance – the resulting local list will be 750, 751, 752, 753,
754, 756, 757, 758 and 759.
•
Dial Area Code on Local Calls – Enable this feature in areas, such as Atlanta,
where you must always dial the full 10-digit phone number (include the area
code) even when the call is local. Most areas of the US, local calls do not
include the area code and dial only 7 digit numbers for local calls. Any number
dialed from another program or hot key dialing will be down to its base 7 digits
by removing the Home Area Code before it is dialed.
•
•
Add+1 – Check the box if you need to dial a leading 1 before the number for
calls within your Home Area Code.
Dial Area Code Plus the Number – Check the box when the home area code
is also to be dialed.
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Preferences
Calling Outside My Home
Area Code
•
•
Any calls outside your Home Area Code LOCAL calls? – Select either
None or Only Calls to These Area+Office Codes.
Local Area+Office Codes – This entry is only presented when you chose
Only Call to These Area+Office Codes in the previous step. The pull down
listing shows the codes (area code plus prefix codes) that are considered
to be a local call from your location. Click the C button to display the
“Change Dial Rules” screen.
•
To Add Local Area+Prefix Codes – Enter the six digit area+prefix
code and click Add. The wild card character ‘#’ can be entered at
the end of a prefix code entry to represent a range of codes. For
example, 602### would represent all prefix codes in area code
602.
•
•
To Delete Local Area+Prefix Codes – Highlight a prefix entry and
click Delete button. The delete button removes the entire entry
from the list, thus if the entry has a wild card, then it removes all
codes represented by the wild card.
To Delete a Specific Area+Prefix Code – To delete one prefix
code that is part of a range of codes entered using a wild card
character, enter the prefix code to be considered not local in the
Long Distance box and click Add.
•
For Long Distance Calls add +1 – Check the box when you need to have
a leading one (“1”) added when making long distance calls outside your
home area code.
Test a Phone Number
Dialing plans can become complex. Use these boxes to enter different
telephone numbers and check to see the number that will be dialed. The
dialed number should be identical to what you need to dial when using your
phone.
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Preferences
Docking Tab
The docking tab defines the contents of Call Manager when docked to the top or
bottom of the screen. This includes whether docking is enabled or disabled and a
listing of contents by display priority (space limits what can be displayed).
•
Enable Screen Docking – When enabled, the Call Manager will automatically
‘dock’ to the top or bottom of the PC screen when it is moved to the top or
bottom. When dragged completely to the top, it has a slim dock view.
Docking Settings
•
•
Enable ReDock on Startup – Check this box to make Call Manager to startup
in the same position and condition as when it was last shut down.
Used Elements – The displays, buttons, etc. to be used in each profile are
configured by moving available elements to the “Used Elements” list.
Whenever the Call Manager is screen docked, it will place the elements from
the “Used Elements” list on its screen.
•
Available Elements – The “Available Elements” list shows the types of
elements that are available for use in this profile.
Note: Once you’ve changed the screen-docking settings, the new settings will
not be used until the Call Manager is ‘undocked’ (if it’s already screen-
docked) and then re-docked.
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Preferences
Advanced Tab
Access this screen by clicking Preferences > General > Advanced tab. The
basic connection for the Call Manager can be changed using this screen. It
also has the capability of sending log files to Technical Support for debugging
problems encountered. The TAPI Service Provider should not be changed
unless your System Administrator has instructed you to update the settings
for finding Net Server for your application.
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Preferences
TAPI Service Provider
•
•
Enter the Service Provider Name – This must be set to access the TAPI
service provider to be used – typically, this would be set to: Net Server.
Setup – Click the Setup button to open a screen to define the TAPI Service
Provider as shown on the following page. The I button is a handy status
indicator for reading the version levels and license codes for the system and
is shown in the Tapi SPI Info screen.
•
Login name – Enter your Login name. If a new installation, a client will
automatically be created in Net Server for this name. Many times the
administrator will have defined your client Login name, see your
administrator for the name to use.
•
•
•
•
Password – Enter an optional password for protecting the connection,
when needed.
Extension – Enter the extension number of the phone this Call
Manager is monitoring for call information.
Hostname – Enter the name of the Server PC where Net Server
resides.
Use Remote Access Port – Check this box only when connecting
remotely through the Internet. When connected locally through your
LAN, do not check this box.
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Preferences
Diagnostic Logging/
Uplink
Clicking this button enables the Debug utility and have it show on the Main
Menu under Settings as well as provide an easy utility for sending all the
important information about Call Manager to assist Technical Support to help
diagnose any problems when necessary.
•
Show Advanced Menu – Place a check in the box to enable the Tool tab
Advanced menu option. This needs to be enabled to capture events or
show call information when Call Manager is operating.
Note: The statement “TAPI SPI Logging: DISABLED” is the normal
indication and is provided to show Tech Support of the status of this
device. Tech Support will provide specific instructions for turning on
this setting.
•
Uplink Debug Files Button – Click this button to access the screen for
creating a site name, a contact for the file transfer, and the changing of
any options for reporting a problem.
•
Site Name – Before using the Uplink Debug Files button, a site name and
contact must to be selected. The site name is a unique identifier to make
it easier to find the log files for your site and typically, the contact should
be assigned “Any Tech Support” to ensure the log files are seen by
someone. Use a specific contact name once you are working with an
agent and they request you send the “Zip Log Files” to them.
•
•
Description – It is highly recommended to write a description of the
problem including all pertinent details such as the conditions and
approximate time the incident occurred. These descriptions aid in
narrowing down where to look in the log files for the problem
encountered.
Options – Clicking the Options button opens a screen to provide options
for how the files are to be sent. The default and recommended option is to
“Send Directly to FTP Site”. As an option, when direct Internet access is
not available from that PC, the files can be zipped into smaller files, saved
on your PC in your Local Settings folder, typically “C:\Documents and
Settings\<user name>\Local Settings\Application Data\Toshiba\Call
Manager\Zip”. These files can then be e-mailed to.
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Preferences
Setting Up Hot Key
Dialing & Popup
Call Manager provides two global “Hot Keys” that you can press within any
application to send a request to Call Manager. The first key is the Dial Hot Key
provides a method for dialing a number from any application. For example, you
may have a phone number in a Microsoft Word document that you can highlight in
the Word document and press the hot key combination assigned. This dials the
number in Call Manager. By default the Hot Key is F11.
The second key is the Popup Hot Key, which will bring Call Manager to the front
on the screen. This can be very useful if the Call Manager is minimized or is
behind other windows on your screen. Call Manager must be running for this hot
key to work.
Setting Shortcut
Keys
Click Preferences > Hot Keys displays the Hot Key Dialing & Popup setup dialog
box:
•
•
Dial Hot Key – Enable the hot key button and select the key to use including
any modifying keys to be used in combination.
Popup Hot Key – Enable the hot key button and select the key to use
including any modifying keys to be used in combination.
Note: Many applications use various “hot keys” or keyboard shortcuts. These
keys are defined in advanced settings that your administrator can change
if you encounter a conflict with another application. See “Call Manager
System Administration Manual” for details.
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Preferences
Skin Editor
The entire color scheme as well as the look-and-feel of the Call Manager can
be changed dramatically, by simply selecting a different skin.
Skins can affect the following elements of Call Manager:
•
•
•
•
•
•
Screen background colors, texture and appearance.
LCD colors and fonts
Calls window color and font.
Title bar logo and Application menu logo.
Programmable Button colors and fonts.
ACD Keys colors.
To access the skins editor, go to Preferences > Skins Editor. The main screen
for the Skins Designer (shown below), provides a preview for how the skin will
look as it is being designed.
Title Bar Logo
Title Bar
Application
Menu Logo
Quick Toolbar
Dynamic Ribbon
LCD
Call Control View
Buttons and
ACD Buttons
Enter the appropriate information when creating the skins:
•
Skin Name – show current skin to be used and being edited. The drop
down list will show currently available skin name.
•
Color Scheme – set of predetermine color scheme. On some color
scheme, users could blend the color secondary color to make a different
color.
•
•
Title Bar – change title bar logo to another image file. Supported image
formats are PNG, BMP, JPEG, GIF.
Application Menu – change the application menu logo to another image
file. It supports similar file formats as those of Title Bar.
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Preferences
When the design is complete, then you can easily change to this skin by right-
clicking the mouse on the logo on the main window and selecting the skin name
from the Phone Colors menu.
Skins Files
Each skin design is saved in a file, which is a file starting with "skin_" and ending
with ".INI". These files are stored along with other configuration data on your PC
in the Local Settings Call Manager folder\skins. A number of basic skin designs
are included with Call Manager.
Saving/Creating
New/Deleting
Skins
Icons next to the skin name provide easy access to save, save as, create new,
and delete skin functions. Some of these icons can also be accessed using the
application menu button. To exit the skin editor, just click the cross icon on the top
right corner of the skin editor.
To Create a New Skin
Click the "new" icon, and a "Skin Name" dialog will pop up to allow you to enter
the name of the skin. The new skin, initially, will have current existing configuration
as you see on the skin editor. You can start changing it.
To Load an Existing
Skin
Click on Skin Name drop down list to load an existing skin.
Once changes have been made, click the Save icon to save it.
To Save a Skin
To Save As a Skin
When creating a new Skin, changing an existing skin, or to save a skin using a
different name, click the Save As icon. A "Skin Name" dialog will display. Enter the
new skin name.
To Delete a Skin
With the Skin loaded to be deleted, click the Delete icon. Click Yes in the dialog
box to confirm the action. The system should have at least one skin; deleting the
last skin will be rejected.
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Preferences
The Skin Editor
Start by Opening a Skin File or Creating a New File.
The design begins by loading an existing Skin File or starting with a new skin
design. See the procedures above.
Set Background Color and
General Appearance
Select the color scheme from the drop down menu. On some color schemes,
i.e. Office2007 Blue, Office2007 Black, and Office2007 Silver, you have the
option to blend secondary colors to make a different color from the standard
Office 2007 colors.
•
Blend Color – When this option is shown, you can click the option to bring
up a color palette dialog box to select the blend color.
Note: The bend option is not available on some color schemes, for
example, Red Planet does not have a blend option and it will not
display on the menu.
•
Clear Blend Color – Click this option to clear selected blend color.
LCD Background
and Text Colors
The LCD Display reflects the current status of the phone and offers two lines.
The background color and the top and bottom line text can be chosen for your
display. Messages that appear on the bottom line can have three different
colors depending upon the priority of the text being displayed. The priority is
determined by your settings in the Extra Call Information configuration.
These settings can be found in Preferences tab > General > Extra Call
Information.
Right-click on the LCD area to bring up the menu options:
•
•
•
•
Change background color
Change Top Line Text color
Change High Priority Text Color
Change Medium Priority Text Color
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Preferences
•
•
•
Change Low Priority Text Color
Change Font
Reset
Insert your Logo
into the Skin
You can choose a graphic different from the default logo that may be used for
display in the title line of the Call Manager display, and application menu logo.
The Skin Editor provides a series of default graphics and allows for using .png,
.jpg, .gif, or. bmp-formatted graphics as well. The graphic size should not be larger
than 22 x 224 pixels to fit within the available space.
•
Click the Title Bar option to change Title Bar logo. Browse to select your
graphic file in the dialog box.
•
Click on Application Menu option to change application menu logo. Browse to
select your graphic file in the dialog box.Set the Call Window Colors and Font
Changing Call
Windows
Right click on any call window area, to show menu options:
•
•
•
•
Change background color
Change text color
Change font
Appearance
Reset
Changing the
Button/ACD
Button
You can change default button colors and font; and change colors of ACD status
buttons.
Appearance
Default button – By clicking the Default button, you can revert to the default
setting of any button when it is initialized or reset. Right click on the default
button to show menu options:
•
•
•
•
Change background color
Change text color
Change font
Reset: Clicking the reset button resets the colors and font to the default
values for buttons that have not be customized with different colors.
ACD status buttons – Select the ACD status button and right click to bring menu
options:
•
•
•
Change background color
Change text color
Reset: Click this button to reset to the default colors for the specific ACD
status.
•
•
Click Hide Colors when done.Finish by Saving your Design
Use the Save or Save As commands to save your design before exiting. See
above for details.
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Preferences
Email skins
To send the skin using email, click on the email
skin button (shown right). A Microsoft Outlook
message dialog box displays (shown below).
Enter the appropriate address(s) to send the
skin.
Email skins
Microsoft Outlook is required when using this function.
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Preferences
Tab Settings
The options to add, update or delete tabs can be found here. Tab settings is for
managing companion applications. The Revert button brings all the companion
applications that have been docked outside back to the main window.
Add Tab
Click the Add Tab button to add a new tab.
•
•
Name – sets the text in the tab.
Type – The drop down allows the user to select a companion application. A
companion application will not appear in the 'Type' drop down if all instances
are added to a tab. The More Buttons allows eight instances. All other
companion application allow one instance.
•
Tooltip – allows the user to set a tooltip for the tab.
Update Tab
Click the Update Tab button to change the appearance order, name, type, and
tooltip of each tab in your tab view. The 'Name' or 'Tooltip' can be changed by
clicking in the cell and typing.Use the Up and Down buttons to move the tabs
appropriately, then click OK.
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Preferences
Delete Tab
Click on the item in the 'Tab' column to toggle deletion (icon has a red 'X'
through it to indicate it will be deleted). Hold down the shift or control key to
select multiple items. Drag the mouse to select multiple items.
Click the Delete tab button to delete any tab. However, deleting the tab does
not delete it permanently, it's more like hiding it from view. All deleted tabs can
be re-added with the “Add” button.
Also, not “all information” is lost. For example, deleting the history tab will not
clear the history log. Deleting a buttons tab will not re-initialize all the buttons
the next time a buttons tab is added. The same is true of the dialer: your
planned calls are will still be there when you re-add the application (though
they will not fire unless the application is running). The only exceptions is the
Browser tab the browsing history may be lost, since deleting a web browser
tab and adding a new one always starts on a new blank page.
Revert
Click the revert button to bring all the companion applications back to the
main window as tabs.
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Buttons
11
This chapter shows how to use and add, delete or edit button and button banks.
Programmable
Buttons
To access Buttons
There are three methods to access buttons:
1. Click on the Personal Call Handler button
and then the Buttons tab.
2. There are nine preloaded buttons at the center of the Call Manager screen
(shown below).
3. Only the More Buttons companion application tabs have more buttons. These
buttons can also be undocked using the dock / undock
button on the
left. You can create tabs of more buttons. There are 8 banks with a total of up
to 64 buttons each. Each Buttons application can be assigned to one of these
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Buttons
8 banks, which means the buttons in that bank are displayed in the
application (No two applications can share the same bank).
User Programmable
Keys
The Call Manager has many different User Programmable keys on the main
screen, on the Side Window, or on the Extra Button windows. These keys and
can be easily configured by the user as “Feature” keys, “Speed Dial” keys,
“User Action” keys, “DSS” keys, “Web Access” keys, “Run another
Application” keys, or “ACD” keys, etc. This provides the user with one-touch
access to features, applications, files, phone numbers, employees, and more.
To change any of these keys simply right-click the mouse over the key and
select from the menu one of the following options:
To Initialize Key
To Swap Keys
This resets the key to a blank default state. This makes it much easier to use
the drag and drop techniques for setting up keys.
To swap the configuration of two programmable keys you can right click on a
button, then select the Swap Keys option, then click on another button. Notice
that the button has now been swapped. To do this, hold the Control key down
while using the left mouse button to drag a key to another location. Or select
Swap Keys and then drag & drop key to new location. Keys will swap within
the same window and between any other button window.
To Copy This Key
To Change Key
To Copy the configuration of one programmable key to another hold the
keyboard Control and Shift keys down while using the left mouse button to
drag the key to be copied to its target. Or select Copy This Key and then drag
& drop to new location. Keys will copy within the same window and between
the Side window and the Main Screen. Keys on the Main Screen or the Side
window will not copy to keys on the Extra Buttons windows or vice versa.
This opens the Setup Key configuration settings shown below. Several items
in the upper portion of this window define the appearance and label of the
button. Selecting an Action from the pull down listing will present additional
parameters needed to define the choice. Details for each Action follow this
procedure.
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Buttons
Note: Some users may not have permission to change buttons and keys.
•
•
•
•
•
Sample – Displays the appearance of the following selections.
Key Label – Type a label for the key.
Back Color – Choose the color of the key.
Text Color – Choose the text color to use for the key label.
Default Colors – Pressing this button will reset the colors of the key and text to
the default for the skin used.
•
Action – Choose an action to be performed. This selection will open additional
settings corresponding to that action. See the settings below for the different
possible actions.
Feature Code Keys
Provides one-button access to a Feature Code on the system. You can include
additional digits when appropriate. The system used will determine access to the
Feature Codes available. For example, to log into ACD Group x2000, you could
set the Parameter to “326 2000” to work as a Log In key.
Speed Dial Keys
Creates a speed dial key for one-button dialing. Call Manager automatically
inserts the Trunk Access Code when a Dial Plan has been specified, making it
unnecessary to enter this code in the speed dial number. Speed Dial numbers can
be any number 0~9 and * and # digits. You can include commas to insert a 2-
second pause in the dial string, i.e., setting up a key to call V-mail (x2502) and
logon to a mailbox (1000 with password 12345) then enter “2502, *1000,12345”.
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Buttons
You can also include an “X” character in a phone number string to have the
dialing stop at that point and queue up the rest of the number in the dial buffer.
The user can listen to the call and click the Dial button to dial the rest of the
digits at the appropriate time. Examples include: (1) dialing a person who has
an extension number (i.e. “4969040 x1008”), (2) dialing a pager and you want
to display a number on the LCD of the pager (i.e. “5551234x4969040#”), or
(3) dialing a long distance access code (i.e. “8884083279 x17135551234”).
Note: You can use more than one “X” in the phone number and it will wait
after each “X” (i.e. “4969040 x8 x*1009,1234”).
System/PBX Command
Keys
The System/PBX command keys are maintained for backward compatibility. It
is highly recommended that the user create User Defined Actions for System/
PBX Commands. The User Defined Actions have expanded the options
available for a number of these commands and thus offer better choices.
The description below shows the possible features that appear in the Setup
Key window. Some of the features listed are dependant upon Call Manager
System Administration settings such as the Auto Call Record/Tracer
Recording features, which only appear when the System Administrator
enables those items. Others are dependant upon the PBX used by Call
Manager.
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Buttons
The commands that may be available will depend upon the PBX you are using.
Commands that may be available include:
PBX Call Control
Auto Call Record/Tracer Recording
Start Record
Answer – Current call.
Conference – Simulates pushing Conf
key.
Stop Record
Dial xxxxxx – xxxx= the number to
dial.
Set Bookmark “Msg”
Hangup – Hangup current call.
Hold – Hold current call.
* Modify Call “Field” “Value
* Transfer
Call Center
ACD – Agent Help
ACD – Call Pickup
Set Work Units “Value”
* An enhanced feature is available in User Defined Actions
User Defined Action
Keys
Customized features can be placed on keys by using User Defined Actions.
Actions that have been defined will be available in the pull down list.
Click to view
the actions list
to add/edit
actions
To create a new action, go to the User Actions section, click the View/Change
action button on right (shown above). The following screen displays.
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Buttons
Select the appropriate action or button to add, copy, edit, test, or delete
action. The appropriate action screen displays. Click Save and then click
Done.
Refer to Chapter 5 – Actions for more information on editing actions.
ACD Keys
ACD keys can be set on any button, including Buttons companion
applications and the side view buttons.
Depending on the configuration of your call center, these keys can be used to:
(1) Login or Logout of ACD groups (via Agent ID and phone Extension) and/or
(2) to Show/Set your Agent status. Other ACD functions may be available in
the User-Defined Actions depending upon the PBX used with Call Manager.
Note: The color of ACD Keys cannot be changed as the colors are
determined by the ACD State for the key.
DSS Extension Keys
Direct Station Selection provides one-button dialing to a specific station. DSS
Keys also provide a visual status indicator of the station: Ringing, Busy, Idle,
or Do-Not-Disturb.
To create DSS keys
1. Set action to DSS extension key.
2. Click the magnifying glass.
3. Select the contact from your directory, as it is shown in the little popup on
the side. This will set the label for you.
You can then change the colors and edit the name for easy identification.
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Buttons
Web Keys
Web keys allow you to program an Internet (or intranet) URL into the key. Press
the key to open the default web browser to the specified web page.
Run Program Keys
This sets the key to run a specific application or load a specific document. For
example you could create a “Calculator” key to run the windows calculator by
setting the “Program filename” to CALC.EXE. Alternatively you could create a key
to show your “projects” Excel spreadsheet by simply setting the “Program or
Document Filename” to: PROJECTS.XLS.
Creating Keys using
Drag & Drop
Program unused keys by simply dragging phone numbers or feature codes from
other programs. Some examples include:
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Buttons
•
Drag a Contact from Microsoft Outlook to a key to create a Speed Dial
button
•
•
Drag a call from the Call History to create a Speed Dial button
Drag an entry from the Contacts application to create a Speed Dial button
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Actions
12
You can define powerful actions that can be used with both the Personal Call
Handler and under the Programmable Keys. These actions can be as simple as
playing a .WAV file to as powerful as sending a specific DDE message to another
programs to “Screen Pop” a database. When defining a new action, it's usually a
good idea to test the action to make sure it works correctly. The screens for
creating actions also provide a testing facility to make this testing easy.
Note: Depending on your configuration you may not be able to change the
User-Defined Actions, in which case you should check with your System
Administrator.
Creating Actions
The Creating of Actions can be done by going to the Actions tab.
Under the Actions List, a the drop down shows a listing of currently defined
actions and options that you can Add, Copy, Edit/Test or Delete. Pressing the Add,
Copy, or Edit/Test buttons takes you to a screen for creating or editing an action.
The types of actions that can be created are defined below. When actions are
copied, created, or edited, those changes are stored in the compiled actions file
(NET_PHN.acs). If this file is lost for some reason and Call Manager is restarted,
all actions will revert to the individual actions stored in the User’s Local Settings
Call Manager folder. Thus, it is wise to save new actions by exporting the action
for backup (see “Exporting Actions and Importing Actions).
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Actions
Attach Account
Code
This action attaches an account code to the active call. This account code is
passed to other applications such as Insight or TASKE Contact.
* Account # – Enter an accounting number to be associated with this call.
Export Call Info
This action is used to export call information to another program (like the CTI
Call Handler) in order to keep its Call Info Database current. When this action
is triggered it will Popup an “Export Call Info” screen allowing the user to fill in
any missing call information (typically the 'Main Listed Phone #') before they
press SAVE to export the information to the centralized database.
•
Path & Filename – Enter the complete path name for writing the exported
file or browse to find the path.
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Actions
Log Info to File
This action writes a string of information to a text file. This can be used to make a
call log, like personal SMDR, and/or to trigger actions in other programs. A wide
range of call and system variables (see “Action Variables” on page 148) may be
used to create the information to be written into the file.
•
•
Log Filename – Enter the complete path name of the file to log the
information. Use the Browse button to find the file name, when needed.
Log String – Create the string defining the content to be written into the file.
The above example created the following entries into the file “CallsLog.txt”.
Note: The number of characters sent for the name variable was limited to the
first 10 characters (%+10N), which truncated the names in the file to the
first 10 characters. See “Action Variables” on page 148 for details.
12/02/04 16:27
12/02/04 16:28
12/02/04 16:28
In 1027 480-496-9040 Joe Blow I No
In 1027 480-629-8723 Joyce Gree Yes
In 1027 949-853-3351 Katz Yamag Yes
Lookup in
Outlook
This action will lookup the phone number in Microsoft Outlook and then selectively
opens a contact, creates a new contact, or adds a journal entry.
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Actions
Minimize Phone
Screen
This action shrinks the Call Manager screen to an Icon in the Tool Tray. To
return Call Manager to its original position requires the user to either double-
click the icon in the tray or right-click and select Show.
Modify Call
Information
This action changes the Caller ID name, Caller ID name, or Account code of
the active call on this phone and when the PBX supports the changes, the
same information held in the PBX. Using the Extra Info option provides for
entering or changing any other information associated with the call.
•
•
Information Type – Select either Standard Info or Extra Info. The Standard
Info option supports updating the information in the IPedge. The Extra
Info option can enter or change any field for this call.
Standard Info
Phone Number – Enter a phone number to be used as the Caller ID
number for this call. This replaces an existing number or adds a number,
if blank.
•
•
Name – Enter a name for the caller to be used as the Caller ID name.
This replaces an existing name or adds a name, if blank.
Account # – Enter an account code for the call. This replaces an existing
number or adds a number, if blank.
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Actions
Extra Info
•
•
Field Name – Enter the name of the field to be changed. This name must
match exactly the field name including uppercase and lowercase syntax. For
example, a user may want to create User Programmable Keys identifying the
“Preferred Agent” for the call prior to transferring the call into a queue. The
Field Name would be entered as PREFAGENT. The value would be the
agent’s ID code.
Value – Enter the value to be used for this field. Following the above example,
then the agent’s ID code would be entered into this field.
Play WAV File
This action will play a specified WAV file on the PC sound card.
•
Path & Filename – Enter the complete path name for the WAV file to be
played or browse to find the path of the file.
Pop External
Web Browser
This action sends a URL to the PC’s default web browser (run the web browser if
it isn't already running). Works with Netscape Navigator and Microsoft Internet
Explorer.
URL – Enter the complete URL name for the Web site to be opened in your
browser. The URL can contain Action Variables to make the lookup use call
information.
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Actions
Pop Internal Web
Browser
This action can be used to send a URL to the ‘built-in’ web browser of the Call
Manager (when installed) or can be used to create access to other companion
application programs.
An example of using your Personal Call Handler to automatically open the
Integrated Web Window, whenever an outside call rings in, to provide a script
to for answering that call. The URL can contain action variables for example
using the DID/DNIS number used for the call to open a page created for each
DID/DNIS number. Thus when the call arrives, a screen opens for a script or
questions to use for that call.
Another use may be to have several “Personal Directories” where the 8
button limit may not allow access to more directories. Assigning a
programmable button can allow opening these personal directories using
one-click access.
•
•
Tab Name – Enter the name of an existing Web Browser Companion
Application (tab name). This name must exactly match the name as
displayed. This action uses the specified tab as the parent window.
URL (Param1) – Enter a URL or other Param1 parameters as indicated in
the table below. The URL can contain Action Variables as part of the
entry.
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Actions
Popup Call Info
Screen
This action will pop open either the Standard Call Info screen or Extra Call Info
screen. The Standard Call Info screen allows the user to type in the Caller ID
name or number or Account code of a call, lookup the phone number in Outlook
and/or Open a Contact or Journal, or Divert a Ringing call to another location.
Either screen allows you to view, change, or attach additional extra information to
a call. The fields shown in this window are defined in Preferences, General Tab
(see “Extra Info Screen” on page 23).
Extra Call Information window
Standard Call Information window
•
Popup Info Screen Type – Choose either Standard Info or Extra Info. When
Extra Info is selected, choose when the popup will occur: Always, Any Info
Attached, or Any Priority Info.
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Actions
Popup Phone
Screen
This action causes a popup (Restore) of the Call Manager screen from an
icon.
•
Phone Screen Size – Select the size for Call Manager’s main screen. The
choices are to restore to the Last Size Used, Small (or compact view), or
Large (or expanded view). When Call Manager is docked to the top or
bottom, Call Manager restores to settings defined in the Preferences
Docking tab.
Run another
Program
This action triggers the running of another program on the PC.
•
•
Program EXE – Enter the name and path of the program to be run. In the
example above, the program is Outlook.exe. Use the Browse button to
find the file as needed.
Parameters – Enter any additional parameters that may be accepted as
part of the command line to startup the program. The example above
uses Outlook to pop open a “sticky note” with data and time recorded.
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Actions
Send DDE Msg
This action sends a DDE Execute message to another program on the PC.
Frequently this is used to “Screen Pop” a contact management program, such as
Goldmine.
•
App Name Topic – The application will specify both the application name and
topic name used for making the communication link. Follow the application
note or that application’s documentation for specifics.
Note: The pipe character ‘|’ must separate the application name and topic
name.
•
•
DDE Message – Follow the application note or the application’s
documentation to define the message to be sent for that application. The
format and syntax is defined by that application.
Run Program and Program EXE – If the target program is NOT found to be
running, you can have the action attempt to automatically start the program.
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Actions
Send Keystrokes to
a Program
This action provides a way to send keystrokes to another Windows program
just as if the user typed them into that program. This can be used, for
example, to pop up another program whenever a call rings in.
Note: Use this action carefully because when the action is triggered, the
keystrokes will be sent to the target program regardless of the state of
that program (i.e. even when the user is in the middle of some action
in that program).
•
•
App Title – must exactly match the text in the title bar of the target
program (not case sensitive).
Key Strokes – You can send any keys including special keys (see below).
One or more characters represent each keystroke. To specify a single
keyboard character, use the character itself. For example, to represent
the letter A, use “A” for key text. If you want to represent more than one
character, append each additional character to the one preceding it. To
represent the letters A, B, and C, use “ABC” for key text.
•
•
Run Program if Not Running – If the target program is NOT found
running, you can have the action attempt to automatically start the
program.
Program EXE – Enter the path to the program to be run and a command-
line parameter when needed to the target program for startup. Use a
forward slash after the EXE name and before the command line
parameter(s).
Example Action:
The example in the diagram sends keystrokes to the Notepad program to
Popup (restore) the program and to move the cursor to the end of the file.
1. App Title: The App Title must match exactly what appears in the title bar
of Notepad: calls.txt - Notepad
2. Key Strokes: To restore Notepad (Alt Sp R): Key Strokes:= %%{ }R and
to move to the end of the file (Control+End): append to Key Strokes:
^{END}
3. In Program EXE: Enter program name and file name to open
“Notepad.exe /calls.txt”.
Note: The forward slash after “Notepad.exe” is needed to allow the
command-line parameter “/calls.txt” to be used. The result is that the
file “calls.txt” will open, if not open, and popup with the cursor at the
end of the file allowing additional entries to be made.
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Actions
Special Keys
The plus sign (+), caret (^), percent sign (%), tilde (~), and parentheses ( ) have
special meanings. To specify one of these characters, enclose it inside braces.
For example, to specify the plus sign, use {+}. Brackets ([ ]) also must enclose
them in braces. To send brace characters, use {{} and {}}.
To specify characters that aren't displayed when you press a key (such as Enter or
Tab) and keys that represent actions rather than characters, use the codes shown
below:
Key
Backspace
Code
{BS} or {BKSP}
{BREAK}
{CAPSLOCK}
{CLEAR}
{DEL}
Key
Code
{TAB}
Tab
Break
Up Arrow
F1
{UP}
{F1}
{F2}
{F3}
{F4}
{F5}
{F6}
{F7}
{F8}
{F9}
{F10}
{F11}
{F12}
{F13}
{F14}
{F15}
{F16}
^
Caps Lock
Clear
F2
Del
F3
Down Arrow
End
{DOWN}
{END}
F4
F5
Enter
{ENTER}
{ESC}
F6
Esc
F7
Help
{HELP}
F8
Home
{HOME}
{INS}
F9
Ins
F10
F11
F12
F13
F14
F15
F16
Control
Alt
Left Arrow
Num Lock
Page Down
Page Up
Right Arrow
Scroll Lock
Spacebar
Shift
{LEFT}
{NUMLOCK}
{PGDN}
{PGUP}
{RIGHT}
{SCROLLLOCK}
{ }
+
%%
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Actions
Combination Keys
To specify keys combined with any combination of Shift, Control, and Alt keys,
precede the regular key code with Shift, Control, or Alt code.
To specify that Shift, Ctrl, and/or Alt should be held down while several other
keys are pressed, enclose the code in parentheses. For example, to have the
Shift key held down while E and C are pressed, use “+(EC)”. The code “+EC”
will send the characters Ec instead of EC and “E+C” will send the characters
eC.
To specify repeating keys, use the form {key number}; you must put a space
between key and number. For example, {LEFT 42} means press the Left
Arrow key 42 times; {h 10} means press h 10 times.
Note: Keystrokes cannot be sent to an application that is not designed to
run in Microsoft Windows (MS-DOS programs, even in a DOS
window) nor can the Print Screen (PRTSC) key be sent to any
application.
Set Phone Status
Message
This action works much the same as Set Phone Do Not Disturb except it does
not change the phone’s DND status and the message only appears within
Call Manager and the DSS keys on other users of Call Manager.
•
•
Choose DND Message – Select from the available messages in the drop
down list for the message that appears in the upper line of the phone’s
display.
Custom 2nd Line – Optionally enter a second line to display on the lower
line of the phone’s display message.
Note: Action Variables may be used including the time variable plus ‘x’
minutes to set a current time plus 60 minutes in the example above.
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Actions
Set Phone
Forwarding
This action changes the Call Forwarding setting of the phone in the PBX for the
prime DN of the phone. The action can determine the type of forwarding
(Immediate, Busy, No Answer, Busy/No Answer, or Off) and the destination.
•
•
Choose Forwarding – Select from the drop down list the forwarding action to
use.
Destination – Define the number for the destination of the forwarding. This is
left blank when using Forwarding Off.
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Actions
System/PBX
Command
This action can be used to send appropriate OAI commands to the PBX to
perform functions. For example, you could have an action that sets your DND
message to “UNAVAILABLE” using the following: N 16. You could then set
this action to run each time you shutdown your phone.
•
System/PBX Command – Select from the list of available commands and
edit the variable values (shown in quotation marks) as needed. The
commands available are as follows:
ANSWER
CONFERENCE
DIALxxxxx
Where xxxxx – is the number to be dialed. Digits
0~9,*,#. A ‘,’ is a pause and ‘!’ is a hook-flash..
Parenthesis, semi-colons, dashes, and spaces are
ignored, thus (480) 496-9040 can be entered.
HANGUP
HOLD
MODIFYCALL
“Field”, “Value
Recommend using Modify Call Information or
Attach Acct Code action.
TRANSFER
Recording Option
RECORD
Recommend using Transfer Call action.
When Recording is active on Call Manager.
RECORDBKMAKR Substitute your bookmark text for “Text”
“Text
RECORDSTOP
ACD Option
ACD HELP
When ACD is available on some PBXs.
ACD PU
SET WORKUNITS
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Transfer Call
This action causes the active call to be transferred to another phone, directly to a
specific Voice mailbox, or to an outside phone number (i.e. 9,4969040).
•
•
Transfer To – Enter an extension number or outside number to be called.
Transfer Mbox – Enter a mailbox number if going to a Voice Mail number.
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Actions
Action Variables
Call Manager uses variables to provide information to actions. Call Manager
replaces the variable token code with the appropriate value when the action
executes. For example, %P becomes ‘4804969040’ when you receive a call
from Toshiba.
Call Variables
Refer to the table below for call variables and their values.
Variable
%A
Information
Account Number
%B
%C
%D
%E
Call Direction (“In” or “Out”)
DNIS Called Name
DNIS/DID Number
This Call Manager’s Extension Number. (Can be used for Pri-
mary DN or Secondary DN when using Set DND Action.)
%F
Call Forwarded from Extension number
%G
DND Message, when phone is in DND. (Can be used for Pri-
mary DN or Secondary DN when using Set DND Action.)
%H
Calling Number (hyphenated – type 1, format defined in
agnt_ph.ini)
%I
TAPI Call ID
%J
Calling Number (hyphenated – type 2, format defined in
agnt_ph.ini)
%L
Elapsed Time of Call (H:MM:SS)
%M
Main Listed Phone Number (Use with Export Call Info
actions)
%N
CallerID Name (outside calls only, requires CallerID)
%OR(“field”) Outlook Calendar/Reminder “fields”:
or
1. “SUBJECT” – subject field of Outlook event.
2. “START” – start Date/Time of event.
3. “END” – ending Date/Time of event.
%OC(“field”)
4. “IMPORTANCE” – Importance (Low, Normal, High) of
event.
5. “LOCATION” – location of event.
6. “ADVANCE” – number of minutes of advance notice.
7. “STATUS” – Busy status (Free, Busy, Out of Office) of
event.
8. “STIM” – start Time without the Date.
9. “DIFF” – time difference before event start, e.g., 15 min-
utes will report “15 Minutes”. Used for text to speech
announcments.
%P
%S
%T
Incoming: CallerID Number / ANI; Outgoing: Dialed Number
Call Answered (“Y”es or “N”o)
Call Type (“IC” or “CO”): IC= Intercom call; CO= Outside call.
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Variable
%V
Information
The Extra Call Info screen allows you to configure a button
for each Call Info field. This variable,%V, contains the value
of that Call Info field for use when defining an Action trigger.
%W
Contains ‘1’ if Outlook Link found a match in Outlook. Con-
tains ‘0’ if Outlook Link did not find a match, or was not active.
%X(“name”)
Extra Call Info Field, i.e. %X(“Notes”). The name of the field
must be in double quotations. For a list of field names in your
system, go to Preferences > General Tab > Extra Info button,
Add and use the pull down list for fields available on your sys-
tem.
%Y
%Z
Contains the Outlook Unique Identifier if Outlook Link found a
matching record in Outlook.
Call Status (“Ringing”, “Talking”, etc.)
Note: Insert +x following the ‘%’ character to restrict the variable value to the
first ‘x’ or leftmost characters. Insert –x to restrict the variable value to the
last ‘x’ or rightmost characters. For example, to pass the first 8 characters
of the Calling Party Name, enter: %+8N. To send the last 4 digits of the
Calling Phone Number, enter: %-4P.
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Actions
System Variables
Call Manager also uses System Variables for Action parameter strings, such
as Date and Time. They can also provide some control over text logging
actions with Carriage Return, Line Feed, Tab, and Random Numbers (for file
names.) Note: Many System Variables duplicate the Action Variables to
provide increased compatibility with legacy applications and 3rd Party
Application Notes.
Variable
Information
&A
&B
&C
&D
&E
&F
&G
&H
&I
Account Number
PBX Call ID
Insert a Carriage Return character
Insert the Date in format: “mm/dd/yy”
Insert Extension Number of My Phone
ACD Group Name
Agent ID
Calling Phone Number (hyphenated - type 1)
TAPI Call ID
&J
Calling Phone Number (hyphenated - type 2)
ACD Group extension number
Insert a Line Feed character
Calling Party Name (outside calls only)
&K
&L
&N
&n
Insert the Date and/or time in user-specified format
i.e. "&Nhh:mm:ss AM/PM&"
&P
&Q
&R
&T
Calling Phone Number
Random Variable (6 digits)
Random Variable (8 digits)
Insert the Time in format: "HH:MM" (24 hour clock).
Insert the Time in US format: “H:MM AM/PM”.
VoIP Ringer Audio device (Soft Phone must be used to use)
VoIP Headset Audio device (Soft Phone must be used to use)
Destination Field (for Export of Call Info)
Call Type (“IC” or “CO”): IC= Intercom call; CO= Outside call.
Insert a Tab Character
&U
&V1
&V2
&X
&Y
&t
%%
&&
Insert a Percent “%” character
Insert an Ampersand “&” character
Note: &T and &U variables accept a relative addition of time in the format
&U+’30’ results in the current time plus 30 minutes. The number of
minutes must be within single quotation marks. Example: A Set
Phone Status Message action can be specified selecting the OUT TO
LUNCH message and a second line of UNTIL &U+’30’. If this action is
used at 11:55 AM, then the resulting message on Call Manager is
OUT TO LUNCH UNTIL 12:25 PM.
Examples for Text Reader/
Announcer:
Speak Reminder:
SPEAK,"Reminder,%OR("SUBJ"),Starting
%OR("DIFF")",&V1,&V2
Speak Appointment: SPEAK,"Appointment,%OC("SUBJ"),Starting
Now",&V1,&V2
Announce Call:
CA,%T,&F,"%N",%H,&V1,&V2
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Actions
Exporting
Actions
Once an action has been designed, exporting the action is recommended to
provide a backup copy as well as a file that can be copied to other Call Managers.
To export an action, you will need to be in the Add/Edit Action screen and click the
Show Test button to reveal the testing parameters and the Export Action button.
Pressing Export Action copies the details of the action into a special file named:
xx.ACI where 'xx' is a number assigned by the software corresponding to the
action number (i.e. 2.ACI).
This file is exported into the user’s application data folder (typically,
“C:\Documents and Settings\<user name>\Local Settings\Application
Data\Toshiba\Strata Call Manager”). In order to identify the file more easily you
may want to user Explorer to rename that file to something more appropriate (i.e.
PLAYBELL.ACI). When renaming an action file always limit the file name to 8
characters prior to the .ACI extension. This file can then be copied to another PC
to give a copy of the action to another user of Call Manager. Leaving a copy in this
folder provides a backup copy of the action. That will be then be loaded at startup
if that action were deleted in the Actions List (see Importing Actions below for
more details).
Note: When exporting an action, if a file with that name already exists, an error
message will occur and the action will not be copied – when this occurs you will
need to use Explorer to rename the existing file and then export again.
Importing
Actions
When the Call Manager program starts up, it automatically imports actions from
the compiled NET_PHN.ACS action file plus all action files (*.ACx) it finds in its
startup folder. The last character used in the extension of the file name defines
how the action file is treated on importing:
•
.ACI – These files are individual actions created by Exporting Actions. These
will be imported only when an action using the same action name does not
exist in the compiled file. Thus, when this file exists and the user had made
changes to this action, the user can revert back to the original operation by
deleting the current action in Call Manager then stopping and restarting Call
Manager.
•
.AC1 – Upon startup, Call Manager always imports all “One-Shot” action files
(*.AC1). When an action of the same name exists, the action will be
overwritten. Once imported, the One-Shot export files are deleted. These
one-shot files can thus be used to import an action just one time allowing the
user to change or delete the action as desired.
•
•
.ACO – Upon startup, Call Manager always imports all “Over-Write” action
files and overwrites any action with the same name. These are useful to
ensure the actions do not get changed or when making corrections on other
Call Managers.
.AC0 – This type of file is only imported at initial startup of the Call Manager or
when the compiled actions file “AGT_PHN.ACS” is not found at startup.
These files allow you to design an action, export it, rename it, and then copy the
file to all PCs that need that action. These are also useful to overcome a user
accidentally deleting an action since they can have a copy of that file on their PC,
when they exit and restart Call Manager that action will be restored.
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Actions
Testing Actions
While in the Add/Edit Action screen, a Show Test/Hide Test button is offered.
Pressing this button when it is titled Show Test, will expand the window to a
set of “Test Values” that can be set representing the variables used within the
action. This sets the values of any real time variables for testing your action.
For example, if your action will be using the “Phone Number” variable (%P,
%H, or %J) you will want to set the test value of %P to the phone number you
want to simulate (i.e. 7145551234). Then press the Perform Test button to
test your action. The “Test Results” screen will show the results of the test and
if the action fails, you can change the parameters of the action and test again.
When another application is involved in the action, that application, in general,
will need to be installed and running to perform the test. Pressing the button
titled Done Testing will close the “Test Window”.
Note: If the action seems to work fine when you test it from this screen, but
doesn't seem to work properly when the action is used by the Call
Handler you may want to open the Main Menu Icon > Setup >
Advanced > Show Events screen (see your System Administrator if
you do not have the Advance menu item) to see what is actually
occurring when that action is being used.
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Personal Call Handler
13
Personal Call
Handler
This powerful feature of Call Manager allows you to create Call Handling Rules to
automatically take actions when certain events occur and specific conditions are
true. That is, you create a rule so that (1) when an Event occurs, and (2) if certain
conditions are true, and then (3) perform specific Actions. Following are a few
examples of what you can accomplish with these Rules:
•
•
•
•
•
•
When an Outside call with CallerID rings and I'm not on another call, popup
Microsoft Outlook and lookup the caller info in the database.
Whenever I answer a call without CallerID, automatically present a screen so
I can type in the caller info for that call.
Whenever I dial a call, automatically present a screen so I can type in the
name for that call.
When that nagging broker calls, immediately transfer him to my voice
mailbox.
I’m working on an important project, so whenever anyone other than my boss
calls, immediately transfer them to V-mail.
When my spouse calls, if I haven't answered the call within 5 seconds, play a
special tone on my PC to alert me.
Note: Depending on your configuration you may not be able to change the Call
Handler Rules, in which case you should check with your System
Administrator.
The basic process for creating Personal Call Handling rules is to first define the
actions you would like to accomplish and test them. Then you can create a
Personal Call Handling Rule and choose which event will trigger the action(s) and
then refine this by setting the conditions for when the trigger will occur.
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Personal Call Handler
Creating Personal
Call Handling Rules
The following items will define how to edit, delete or add new rules. Many
rules can be created and exist simultaneously. To allow rules to be defined
and not applied, an enable/disable check box appears before each rule to
make it easy to disable or enable different rules are different times.
The order of the listing of the rules determines the sequence the rules will be
used. Thus, some rules may prevent following rules to be used. For example,
if the first rule in the list causes the call to divert to another station followed by
a rule to Screen Pop Outlook, then the Screen Pop will never take place. If the
rules were reversed, then the Screen Pop will take place prior to the call being
diverted. In either case, the user may not see the Screen Pop since the call
will leave this station, thus the Screen Pop will likely disappear as well. For
the user to see who is calling and provide an ability to answer the call or “do
nothing”, then creating the Screen Pop to occur immediately and the Call
Divert action to occur using a time delay, then the two rules would result in
displaying the Screen Pop and then pausing before diverting the call.
Note: This example was for illustration purposes. These two actions can
actually be done within a single rule to make the creating of rules
simpler.
To Open Call Handler Rules
1. Click the Personal Call Handler icon
The following screen displays.
> Personal Call Handler tab.
To Delete a Rule
•
Highlight the rule to delete and click Delete.
To Add or Change a Call Handling Rule
1. Click the Add button
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Personal Call Handler
or highlight the rule to be changed and click Edit.
2. Select a Triggering Event and Set the Conditions
The types of events that can be used to trigger a rule can be divided into call
related triggers, system triggers, and status change triggers. Each grouping is
shown below along with the Conditions offered for the trigger to take effect:
•
Call Ringing – Whenever a call rings on the phone.Call Type – Select the call
type for the ringing call.
•
•
Phone State – Select the Phone State when the call arrives.
Caller ID Number – Select the Caller ID to be used in the trigger. For
the last two options, enter a specific number in the box including
wildcard characters when needed. See Like Matches and Unlike
Matches for use of wildcards.
•
Extra Info – Select a “Field Name” (CallerID Name, or type in another
field name) and then choose how to treat this information. For the last
two options, enter a specific number in the box including wildcard
characters when needed. See Like Matches and Unlike Matches for
use of wildcards.
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Personal Call Handler
•
Account Code – Select the account code type to be used. For the
last two options, enter a specific number in the box including
wildcard characters when needed. See Like Matches and Unlike
Matches for use of wildcards.
•
Call Answered – Whenever a call is answered on the phone.Call Type –
Select the call type for the ringing call.
•
•
Call Direction – Select the direction of the call to be triggered.
Caller ID Number – Select a Caller ID number. For the last two
options, enter a specific number in the box including wild card
characters when needed. See Like Matches and Unlike Matches
for use of wildcards.
•
•
Extra Info – Select a “Field Name” (CallerID Name, or type in
another field name) and then choose how to treat this
information. For the last two options, enter a specific number in
the box including wildcard characters when needed. See Like
Matches and Unlike Matches for use of wildcards.
Account Code – Select the account code type to be used. For the
last two options, enter a specific number in the box including
wildcard characters when needed. See Like Matches and Unlike
Matches for use of wildcards.
•
Call Disconnect – Whenever a call leaves the phone (whether the caller
hung up or the call was transferred or forwarded).
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Personal Call Handler
•
•
Call Type – Select the call type for the ringing call.
•
•
Call Direction – Select the direction of the call to be triggered.
Call was Answered – Select whether the call was answered.
Phone Software Startup –
Happens whenever the Call
Manager software starts up and is
in full operation with the PBX.
•
Phone SoftwareShutdown –
Happens whenever Call Manager
software is shutdown (using a
normal Exit).
•
FWDed/XFRed Call Ringing – Whenever a call rings on the phone that has
been either Forwarded or Transferred from another extension.
•
•
•
Call Type – Select the call type for the ringing call.
Phone State – Select the Phone State when the call arrives.
FWD/XFR Ext # – Select the extension number the call is from. For
the last two options, enter a specific number in the box including wild
card characters when needed. See Like Matches and Unlike Matches
for use of wildcards.
•
•
Extra Info – Select a “Field Name” (CallerID Name, or type in another
field name) and then choose how to treat this information. For the last
two options, enter a specific number in the box including wildcard
characters when needed. See Like Matches and Unlike Matches for
use of wildcards.
Account Code – Select the account code type to be used. For the last
two options, enter a specific number in the box including wildcard
characters when needed. See Like Matches and Unlike Matches for
use of wildcards.
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Personal Call Handler
•
ACD Call Ringing – Happens whenever a call rings on the phone that is
part of an ACD group (ignores non-ACD calls).
•
•
•
Call Type – Select the call type for the ringing call.
Phone State – Select the Phone State when the call arrives.
ACD Pilot Ext # – Select the pilot number the call is from. For the
last two options, enter a specific number in the box including wild
card characters when needed. See Like Matches and Unlike
Matches for use of wildcards.
•
•
Extra Info – Select a “Field Name” (CallerID Name, or type in
another field name) and then choose how to treat this
information. For the last two options, enter a specific number in
the box including wildcard characters when needed. See Like
Matches and Unlike Matches for use of wildcards.
Account Code – Select the account code type to be used. For the
last two options, enter a specific number in the box including
wildcard characters when needed. See Like Matches and Unlike
Matches for use of wildcards.
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Personal Call Handler
•
Status is Idle – Whenever the station is idle and the DND button is toggled or
whenever an ACD agent ends “wrap-up” time and becomes available to take
a call.
•
•
Do Not Disturb Status – Select whether the station is to be considered idle
when the DND Status is...
•
ACD Agent Status – Check the box to trigger when an agent goes idle
after completing the “wrap-up”.
Change in DND Status – Whenever the DND or message status change
takes place, the message set is checked to see if it matches the defined
conditions.
•
•
Do Not Disturb Change – Select the DND Status change to cause the
trigger. For the item with a message to match, enter the beginning
characters of the message. See Like Matches and Unlike Matches for
use of wildcards.
Affected Phone – Select whether this rule will be based upon My
Phone or My Secondary Extension.
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Personal Call Handler
•
Outlook Calendar Appointment – An event that occurs at the start time
of the appointment and again when the appointment time ends (‘Free’).
•
•
•
Calendar Status – Select to match the Outlook Calendar Status
options: Any, Free, Busy, Out of Office.
Event Importance – Select to match the Outlook Calendar
Importance options: Any, Low, Normal, or High.
Subject – Select either Any or Matches this Subject. For making
the match enter the text for the subject to match. See Like
Matches and Unlike Matches for use of wildcards.
Note: Outlook Calendar may also send a ‘Tentative’ status setting which is
treated using the ‘Any’ setting.
•
Outlook Calendar Reminder – An event that occurs at the time
scheduled for sending the reminder message for an upcoming
appointment. This event will trigger again if the appointment time is
changed after the Reminder event was previously given.
•
•
•
Calendar Status – Select to match the Outlook Calendar Status
options: Any, Free, Busy, Out of Office.
Event Importance – Select to match the Outlook Calendar
Importance options: Any, Low, Normal, or High.
Subject – Select either Any or Matches this Subject. For making
the match enter the text for the subject to match. See Like
Matches and Unlike Matches for use of wildcards.
Note: Outlook Calendar may also send a ‘Tentative’ status setting which is
treated using the ‘Any’ setting.
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Personal Call Handler
Like Matches
When you design a Rule to trigger using a Specific Number (for the CallerID
number or Account number) or on a Specific Name (for the CallerID name) you
can design the rule to either search for an exact match or a “LIKE” match. A
“LIKE” match simply uses wildcard characters in the string that you specify to
accept a range of values. The following wildcards are available:
?Any single character
*Zero or more characters
#Any single digit (0-9)
Example 1: To trigger on any caller from your area code 602: Set the Specific
Number on Caller ID Number to: 602*
Example 2: To trigger on any caller from your local office code 496: Set the
Specific Number on Caller ID Number to: 602496?
Example 3: To trigger on any caller with a caller ID name starting with C: Set the
Specific Name on Caller ID name to: C*.
Unlike Matches
In addition, you can precede any of the search strings with the characters <> to
request all matches that “aren't equal” or “aren't Like”.
Example: To trigger on any caller from NOT from your area code 602: Set the
Specific Number on Caller ID Number to: <>602*.
3. Apply User-Defined Actions – This section will define how to apply the User-
Defined Actions to a Personal Call Handling Rule.
•
Set an Immediate Action – Pull down the listing and select the action
to be applied immediately. Either an Immediate or a Delayed Action is
needed for the rule to be complete.
•
Set a Delayed Action – Define the number of seconds to delay the
action and then pull down the listing and select the action to be
applied. Both immediate and delayed actions can be performed in the
same rule.
•
To Check the Action – Clicking the Check Action button will transfer
you to User Defined Actions to allow changing the action and/or test
the action.
•
•
To Add an Action – Click the Add Action button to transfer to User
Defined Actions to allow you to create a new action to be used.
To Delete an Action – Click the Delete Action button to remove an
action from the listings. Use this with caution, as this will remove the
action for all other functions as well.
4. Complete the Rule
•
To Save Rule – Click the Save button to save your changed or new
rule.
•
•
To Cancel Settings – Click Cancel to exit without saving the settings.
To Export Call Handler Rule – Click the Export Rule to create a.RUI
file in the PC user’s “C:Document and Settings\Application
Data\Toshiba\Strata Call Manager” folder. Each rule created can be
saved as a file for backup purposes and copying to another PC to
allow the same rule to be used by other users.
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Export Rules
Once a rule has been designed, exporting the rule is recommended to provide a
backup copy and that file can be copied to other Call Managers. To export a rule,
you will need to be in the Add/Edit Rule screen and click the Export Rule button.
Pressing Export Rule copies the details of the rule into a special file named:
xx.RUI where 'xx' is a number assigned by the system corresponding to the rule
number (i.e. 2.ACI).
The file is exported into the user’s application data folder (typically,
“C:\Documents and Settings\<user name>\Application Data\Toshiba\Strata Call
Manager”). In order to identify the file more easily you may then want to user
Explorer to rename that file to something more appropriate (i.e. PLAYBELL.RUI).
When renaming a rule file always limit the file name to 8 characters prior to the
.RUI extension. This file can then be copied to another PC to give a copy of the
rule to another user of the Call Manager. Leaving a copy in this folder will provide
a backup copy of the rule that will be loaded at startup of Call Manager if that rule
had been somehow deleted in the Personal Call Handler Rules List (see
Importing Rules below for more details).
Note: When exporting a rule, if a file with that name already exists, an error
message will occur and the rule will not be copied – when this occurs you
will need to use Explorer to rename the existing file and then export
again.
Importing Rules
When the Call Manager program starts up, it automatically imports rules from the
compiled NET_PHN.RUL rules file plus all rule files (*.RUx) it finds in its startup
folder. The last character used in the file name extension defines how the rule file
is treated when importing:
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•
.RUI – These files are individual rules created by exporting. These will be
imported only when a rule using the same name does not exist in the
compiled file. Thus, when this file exists and the user made changes to this
rule, the user can revert back to the original operation by deleting the current
rule in Call Manager then stopping and restarting Call Manager.
•
.RU1 – Upon startup, Call Manager always imports rules from all “One-Shot”
rule files (*.RU1). When a rule with the same name exists, the rule will be
overwritten. Once imported, the One-Shot export file is deleted. These one-
shot files can thus be used to import a rule just one time allowing the user to
change or delete the rule as desired.
•
•
.RUO – Upon startup, Call Manager always imports all “Over-Write” rule
files, which overwrites any rule of the same name. These files can be useful
to ensure the rules do not get changed or when wanting to make the same
update on other Call Managers.
.RU0 – These are another type of rule file that is imported only at initial startup
of the program or when the compiled rules file “AGT_PHN.RUL” is not found
at startup.
These types of files allow you to design a rule, export it, rename as needed and
then copy the exported file to all PCs that need that rule. These are also useful to
overcome a user accidentally deleting a rule, since exiting and restarting Call
Manager will restore that rule.
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Using Microsoft Outlook
14
Dialing from within
Outlook
When Outlook Phone Link has been installed, a "Phone Icon" will appear on your
Outlook main Tool bar. Then when you are in any Outlook Contacts folder and
you have a contact highlighted, you can press this button to dial. A dialing screen
will pop up showing each of the phone numbers available for that contact. Simply
select the appropriate phone number and press the Call button to place the call.
Note: Please refer to the on-line help file in Outlook Phone Link for available
dialing options.
When the call is being dialed in Call Manager, the name from the Contact will be
automatically attached to the phone call (for display on the LCD, the Call Key,
SMDR, etc).
Incoming Calls
Using the Personal Call Handler you can set up a rule(s) to automatically run the
"Lookup In Outlook" action. This action will then lookup the phone number in
Outlook and, depending on how your action is configured, will pop open a Contact
and/or a Journal.
Note: If you setup a rule to trigger on "When Ringing", you may NOT want to
have the action automatically open a Contact or Journal because it will do
this for every matching call whether you are present or not. So, if while
you're away from your desk, you have missed 20 outside calls that rang
on your phone, you could have 20 different Contact screens and 20
Journal screens popped up on your PC screen. A better alternative is to
have your "When Ringing..." trigger use Pop User Options instead of the
Open Contact or Add Contact or Add Journal options. Now, when a call is
ringing on your phone, a small "User Options" window will pop up showing
the Contacts that match the phone number (if any) as well as buttons that
let you manually "Open/Add Contact" or "Add Journal".
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With this, you can see the information about who is calling and then can
manually open a Contact or Journal. If opening a contact/journal manually is
not desirable, you could also have a 2nd 'trigger/action' so that when you
"Answered" a call it would automatically open a Contact and/or Journal as
desired.
While on a Call
Whenever you are on a telephone call (incoming or outgoing) you can right-
click on the call (Call Information or LCD Display window) and select “View
Info” to pop up the Standard Call Info screens shown below. Within these
screens, buttons are offered to Open Contact, create a New Contact, Lookup
the person in Outlook, or open a Journal (Add Journal) entry in Outlook.
These screens can also automatically pop up by setting up a Personal Call
Handler rule using a trigger to run the "Popup Call Info Screen" action (i.e.
whenever you answer a call). A feature may also be available to you,
depending upon support for your system, to divert the call (Divert Call) to
another destination.
Contact Match found
Contact Match not found
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Integrating with
Outlook Calendar
One typical integration with Outlook Calendar is to put Appointment information on
DSS key so that all other Call Manager users know your current presence status.
This example will turn on the DSS key with Status Message only and turn off the
message when the scheduled meeting is over.
Create Actions
to set and clear
the DSS
The first Action will set a Status Message and add the Subject field of the
Appointment as part of the message. On the DSS key, the first line and second
line are appended to each other, thus the preset Status Message can be modified
to become something very simple to allow for the Subject to become the
predominant part of the message.
Message
The second Action will clear the message when the appoinment ending time is
reached.
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Create Personal Call
Handler Rules
Two Personal Call Handler Rules will be needed, both using the Outlook
Calendar Appointment event which sends a message when an appointment
starts and a second when it ends. In this example, I want to trigger the setting
of the DSS message for any Calendar Status to ensure all appointments are
reflected and also for any Event Importance and any Subject. These items
are part of the appointment created in Outlook Calendar. When this event
triggers, I want to use the first Action that I created which sets a message “In
Meeting” and appends the Subject line to the message to be displayed.
The second rule will trigger only when the Appointment sends an indication of
the Appointment be set to a “Free” status. The action is to turn off the DSS
message.
The Final PCH Rules
The main thing is to ensure that the PCH rule to “Clear DSS Message” must
follow “Set DSS Message”. If not, the “Set DSS Message” triggers on ‘any’
Calendar Status including ‘Free’ and the clear command would be followed by
a command to set the message, thus the message would never clear. The
final set of PCH rules should be in the order of items 3 and 4 in the PCH
Rules screen.
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Using Companion Applications 15
Contacts
The Contacts companion application tab has Directories, Presence status and
Speed Dial combined.
The Contacts tab lists current phone directories. Phone directories will include
“CIX Directory” (created by default), and any personal directories that you create.
Sorting Entries
Click on a column header to sort the entries using that column. Click the same
column header again to reverse the sort from ascending to descending (or vice
versa). A small, light colored arrow in the column header indicates the current
column used for sorting.
Searching
Entries
Press the Search button (next to the Filter icon) to go into search mode. Above
each column is a search area in which to type search criteria.
All the entries that match the search criteria will be shown, while the rest are
hidden.
The default search method is “Starts with”, where only entries starting with the
same letters as the search criteria will be shown. Other search methods are
available, and can be accessed with the button to the left of the search area.
Search criteria button
Search criteria
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CIX Directory
List of names and extensions on the telephone system.
•
•
To Call – Press Enter to dial the highlighted number, or double-click the
desired name from the list.
Drag and Drop to Create Speed Dial Button – Drag an entry from the
Directory to a Programmable User button to automatically create a Speed
Dial button with the selected extension number.
•
Additional Options – The menu icons under the tab let you access other
functions:
Note: Not all options may be available due to the settings for the tab.
•
•
•
Call Now – Place a phone call to this person or extension. (Same
as double-clicking.)
Edit – Allows you to Add, Change, Delete, and Copy entries
(typically available only in the Personal directory).
Print Listing – Print a listing of all entries shown in the directory.
Change the position and width of the columns to format the
printout as desired. Use Filters and Find to print only the entries
you want.
•
•
Export Listing – Export the listing using either a CSV or Text
format.
Chat – Initiate a chat call to the person at this extension
(Extension directory only, target must have Chat installed and
running.)
•
Filtering Entries – Many PBX systems use default names for unassigned
extensions. You many not want these unnecessary entries in the
Directory, so Call Manager provides a Filter to remove certain items from
the list.
•
Press the Filters
button to access the
Directory Filters
screen.
•
•
Enable the Hide Names option
to enable the filter.
To Add a Filter Entry – Place
the cursor in the text box.
Type in the characters to be filtered and press Enter or click the Add
button.
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•
To Delete a Filter Entry – Use the pull down list and select an entry to be
removed and press Del.
The filter strings are case sensitive and will hide all entries starting with exactly the
same string of characters. Entering “A” hides all entries that begin with an
uppercase A.
Personal / Speed
Dial Directory
List of telephone numbers. The user may add entries to provide fast access to
frequently dialed numbers.
•
•
•
•
To Call – Press Enter to dial the highlighted number, or double-click the
desired number from the list.
Add by Drag and Drop from Outlook – Drag a contact from Microsoft Outlook
to the Directory and automatically add to the list.
Add by Drag and Drop from Call History – Drag a number from the “Call
History” window to the Directory to add the number to the list.
Drag and Drop to Create Speed Dial Button – Drag an entry from the Directory
to a Programmable User button to automatically create a speed dial button
with that phone number.
•
•
•
•
•
Additional Options – Right-click on the entry to access a menu of other
functions:
Call Now – Place a phone call to this person or extension. (Same as double-
clicking.)
Edit – Allows you to Add, Change, Delete, and Copy entries (typically
available only in the Personal directory).
Lookup in Outlook – Lookup this number in Microsoft Outlook and open the
matching contact.
Print Listing – Print a listing of all entries shown in the directory. Change the
position and width of the columns to format the printout as desired. Use Filters
and Find to print only the entries you want.
•
Export Listing – Export the listing using either a CSV or Text format.
Presence Viewer
This capability is integrated in the Contacts companion application tab. Click on a
Group tab within Contacts. Note that you can create as many groups as needed.
You can look at the Presence status of members in each group.
To add a Group
1. Select by clicking on the My Groups or System Groups tab.
2. Right click and select Create New Group.
Note: The different between “My Groups” and “System Groups” is that “My
Groups” is personal and you can create their own. “System Groups”
applies to all and only a user with “Admin” right can create and change
the group entry.
To manage the Presence Viewer
1. Click the Group tab assigned for the Presence Viewer.
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2. Right click on an entry for options to either call, chat, broadcast, edit or
delete group.
3. When you select Edit group, the following dialog box displays. Use the
double arrow buttons to add or remove users from the group (shown
right).
To use view Presence Status
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The Presence status shows the status of users, such as Idle, Busy, etc.
Right click the member to start Chat or call the person through Call Manager.
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History
Call Manager automatically creates a log of calls dialed and received on the
local telephone extension. This Call History provides the user with a valuable
log of his or her phone calls.
Page Buttons
•
•
Pages Buttons – In addition to the other toolbar icons, you can use the
First Page, Previous Page, Next Page, and Last Page icons/buttons to
navigate between the various pages. Call History creates Pages when
the call log exceeds a certain number of Call records to improve
performance. The Last page contains the most recent calls.
Call Information – Each call in the call history appears as one line in the
Call Display area. The column headers indicate what information is
shown in each column.
•
Column 1 (Icons) – Indicates whether or not a call is an incoming
call or outgoing call (arrow pointing right = incoming, arrow
pointing left = outgoing) and the call is answered or not (Green =
answered, pink = not answered).
•
Year Day Time – Shows the date and time that the call completed
(not started). This column also includes the day-of-week for the
first call of each day.
•
•
•
Phone – the phone number you dialed (outgoing,) or the CallerID
Number / ANI (incoming.)
Name – The name of the person you called (based on Outlook),
or who called you (based on CallerID.)
Dur –The Duration or length of time the call spent on this Call
Manager extension, in hours, minutes, and seconds. This time
does not include any time the call spent on any other extensions
before or after being on this extension.
•
Acct Code – Shows the account code, if any, that was attached to
this call. Customers often use Account Codes to indicate
something about the call, such as the Customer ID, the result
code of the call (i.e. “order was placed”, “needs follow-up”,
“unable to reach – party was busy”), etc. This account code could
have been attached to the call prior to reaching this phone, or it
could have been added or changed by you while it was on your
extension. Call History logs the current Account Code when the
call leaves the Call Manager extension.
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•
•
Type – This can either be IC or CO indicating the type of call, internal
or external. It also indicates the Station (ACD/Hunt Group,
Announcement (AA), and voicemail.
Notes – Shows the ‘Notes’ that were taken during this call. These
Notes could have been attached to the call prior to reaching this
phone, and/or they could have been added or changed by you while it
was on your extension. Call History logs the current set of Notes
when the call leaves the Call Manager extension.
•
•
To Call – Double-click the desired number from the list.
Drag and Drop to Call – You can select a call and then use your mouse to
drag and drop it to either the Call window or the LCD Display to start the
dialing of that number.
•
•
•
Drag and Drop to Create Speed Dial Button – You can select a call and then
use your mouse to drag and drop it to a Call Manager button.
Drag and Drop to Add to Speed Dial List – You can select a call and then use
your mouse to drag and drop it to your Personal Directory.
Additional Options – Right-click on the entry to access a menu of other
functions:
•
•
Call Now – Dial the phone number using Call Manager.
View Info – Provides a read-only view of all of the information about
the call, including the “Notes.”
Note: You cannot change this information – you can view and copy/paste it to
other applications.
•
•
Lookup in Outlook – Look up the telephone number in Microsoft
Outlook and open any matching Contact.
Listen to Call – When the Tracer Integration is provided, this button
provides a link to Replay to allow the recording to be played back.
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The following functions are available on the toolbar:
•
Find Similar Calls (Filter icon) – Enables the Filters option pre-
configured with information to match the selected call. This is
very useful for finding calls made to or received from a certain
person or phone number.
•
•
Print Calls (Printer icon) – Prints a listing of all entries shown in
Call History. Change the position and width of the columns prior
to printing to format the printout as desired.
Export Listing (Export icon) – Export the listing to either a CSV,
Text, Excel or Text format.
•
Filtering – Use filters to limit the number of calls or view a certain type of
calls. For example, you might want to see only the calls you made/
received in the last 7 days. Or you want to see all Outgoing calls made to
a specific area code since the first of the year.
1. Press the “Filters” icon to open the Call History Filters screen.
Note: The filters button changes from Grey to Green when filters are active.
This serves as a reminder that the call display list may not display all
call records while filters are active.
2. Select the options and data for the calls that you want to see.
•
•
Dates – Select the date(s) – “All” means any date.
Call Direction – Choose whether you want to see incoming (“In
Only”), outgoing (“Out Only”), or all calls (“In & Out”.)
•
Phone Numbers – Choose “All” for calls made to/from any
number. Use the “Matching” option to limit the search to calls
made to/from specific numbers. You can enter a specific phone
number (like 480-496-9040,) the last part of a number (496-
9040,) or the first part of a number (480+) to find all matching
calls. You may also use wild cards, such as: 480-???-9040 and
480-496*.
•
•
Names – Choose “All” for calls to/from any name including blank
names. Use the “Starting with” option to limit the search to calls
with a specific name. Enter an entire name (Jack Jones) or just
the first part of a name (Jac). The name search is NOT case
sensitive.
Account Codes – Choose “All” for calls with any or no account
code. Use the “Starting with” option to limit the search to calls
matching or starting with a specific account code. For example,
‘123’ returns calls with account codes 123 and 123xxx.
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3. Press the Search button to find the calls (on the current page) that match ALL
of the selected options. Call History will update the “Calls” counter and “Call
Display” area on the main screen.
•
•
•
Search Button – Finds the calls (on the current page) that match ALL of the
selected filtering options.
Clear Filters Button – Resets all filters to ‘Off”. Press Search to re-load all Call
History record. Or, select new filter settings and start a new Filter search.
Cancel Button – Closes the filters screen with no update to the “Calls
Display”.
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ACD Viewer
The Call Manager ACD Viewer program allows Call Manager users
connected to Strata ACD to view the status of all ACD groups in which they
are members. It shows the operating status of each group and as the group
becomes busier it changes colors and can provide warning sounds to alert
you of status changes. You can expand each group view to see the number
of calls and the status of each of the agents and supervisors in the group.
Each group contains a “My Status” icon showing your own status in the group
(logged in, logged out, busy, in wrap-up, etc.), and when you right-click on
your icon you can change your status.
The ACD Viewer is fully integrated with the Call Manager Chat so you can
easily place a chat call to a supervisor or another agent by simply right-
clicking on that person’s icon. Plus you can broadcast a chat notification to all
agents and supervisors in the group.
ACD Viewer appears by default as a companion application tab.
Note: Strata ACD must be operating in Enhanced Mode for ACD Viewer to
be used.
The ACD actions can be used to Log In / Log Out to/from ACD groups. Going
temporarily unavailable and an ability to end wrap times can be part of the
features available. Additional Call Center features are possible using User
Programmable buttons.
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Logging In or
Out
•
Click the Change Agent ID icon to open the ACD Login/Logout window.
Note: The right list box shows available groups for the identified agent number.
The left list box shows groups currently logged into.
To log into or out of one or more groups
1. Highlight the group name(s) in the right-hand box and click <<Log In. If your
Agent ID is listed as a Supervisor, then the Supervisor: Take Calls check box
will be offered on your screen. Placing a check in this box will log you in to
take calls for the group(s) selected when <<Log In was pressed.
2. Click Done when finished.
3. The ACD Key will display the number of ACD groups the extension is logged
into and the total number of ACD groups you are a member.
To Log Out
1. Highlight the group name(s) in the left-hand box and click the >>Log Out
button.
2. Click Done when finished.
Changing Agent Status
1. Right click My Status once you have expanded the views in the ACD Viewer
pane. The following ACD Agent Status window will appear:
To Make Agent Unavailable
1. Use pull-down list and choose a reason.
2. Click the Make Unavailable button.
3. Click Done.
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To Make Agent Available
1. Click the Make Available button.
2. Click Done.
To Set the ACD Status to WrapUp
1. Click Set WrapUp button.
2. Click Done.
Note: The Set WrapUp button is NOT available on all installations.
To End WrapUp
1. Click the ACD Status button.
2. Click the End WrapUp button.
3. Click Done.
The ACD View has many configuration options that allow you to customize it
to your needs. When the ACD Viewer is operating and visible you can
configure it’s settings by clicking on the wheel icon in the upper left hand
corner and selecting the Setup menu.
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ACD Group
Status
This section allows you to setup how ACD viewer changes ACD group status
based on activity conditions. Different colors represent the different status
conditions of (how busy is) each ACD group. Yellow and Red represent warning
and urgent status levels respectively and can be specifically configured to decide
when those levels should be reached.
Urgent Status (Red)
This is the highest level status of a queue and should typically be reached when
the load or conditions in the ACD queue indicates a problem that needs attention.
You can select up to two conditions so that whenever either of these conditions
are met the ACD Group Status button will turn Red. In addition to these two
conditions, this status will automatically be reached whenever the queue is
enabled but there are NO agents available. Available conditions are:
Calls Waiting > ’x’ calls
Longest Waiting Call > ’x’ Secs
Waiting Calls / Agent > ’x’ %
Warning Status
(Yellow)
This is the 2nd highest level status of a queue and should typically be reached
when the load in the ACD queue is approaching a problem level. You can select
up to two conditions so that whenever either of these conditions are met the ACD
Group Status button will turn Yellow. The available conditions are:
Calls Waiting > ’x’ calls
Longest Waiting Call > ’x’ Secs
Waiting Calls / Agent > ’x’ %
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Active Status (Green), Idle
Status (Blue), and
The ACD Group Status will automatically appear Green if there are agents
logged into the group and there are calls taking place in the group, but there
are no waiting calls for the group. The status will automatically appear Blue
when there are agents available to take ACD calls, but there are no calls.
Black indicates the queue is Disabled (or off-schedule) and not receiving
calls.
Disabled Status (Black)
Notifications
This section allows you to setup audible and visible notifications that can be
taken when an Urgent, Warning, and Active status is met. If desired, enter a
checkmark in the Play Sound box to hear a sound over the speakers on your
PC when a status is met. Use the Browse button to browse to a specific wav
file. Use the test button to hear the selected sound. Enter a checkmark in the
box if you’d like to Show the ACD Viewer if it is hidden on your screen when a
Status is met. This will bring the Call Manager and the ACD Viewer to the
forefront of your screen.
Click Save to save all changes.
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CM LCD
In some cases you may want to keep the ACD viewer hidden but have it send
messages to the LCD display of the Call Manager to show the ACD queues
status. This is often very useful when the Call Manager is docked to the screen
and you want to conserve screen space for use by other applications. Thus, ACD
Viewer can be configured to send Low/Medium/High priority messages to scroll
along the 2nd line of the Call Manager LCD display.
Select the appropriate check box to indicate whether or not you’d like to display a
message when each ACD Group Status condition has been met.
Enter the text you’d like to display for the Urgent, Warning, or Background
Messages.
Enter the text exactly as you’d like it displayed in the Call Manager. Use the
following tokens to represent ACD Group information.
ACD Viewer Tokens
%G – ACD Pilot Extension
%L – Longest Waiting Call
%W – ACD Group Name
% % – Percent Sign
%Q – # of Waiting Calls
%Z – Calls per agent
%Y – # of Agents Available
%C – Total Calls
%X – Total Agents
%G Urgent Message %Q Waiting Calls: Longest Waiting Call: %L
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Miscellaneous
If on your system each Agent ID is the same as his/her PBX extension you
should enable the “PBX extensions correspond to Agent IDs” option. That is
agent ID “100” uses PBX extension “100”, agent ID “105” uses PBX extension
“105, etc. With this type of installation, you will be able to place a chat call
(or chat broadcast message) to an agent even when he/she is not Logged In
to an ACD group.
Using ACD Viewer
Collapsed View
This section describes how to use the ACD Viewer for both agents and
supervisors.
The ACD Viewer starts out with a ‘collapsed’ view of each ACD queue. This
takes up very little screen space but still provides a high-level status of each
of your ACD groups. That is, the ACD Status View window displays one line
for each of the ACD Groups of which you are a member. The ACD Group
Name, Queue Number, and Status (Enabled or Disabled) are displayed. If the
queue is on a schedule, the time the queue will be enabled/disabled by the
schedule is displayed.
Each ACD queue has an activity LED that changes colors based on the status
of the queue:
Gray (Idle) = no calls active (or waiting) and at least 1 agent logged-in and
available.
Green (Active) = at least one call active but no calls waiting and at least one
agent logged-in and available.
Yellow (Warning) = Default: one call waiting and at least one agent logged in.
But this threshold is configurable.
Red (Urgent) = Default: Two or more calls waiting OR no agents logged-in
and available. But this threshold is configurable.
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Black (Disabled) = the ACD queue is disabled (either by a supervisor or by being
after-hours in the schedule).
To ’expand’ the information on an ACD group, simply click on the Plus sign next to
the status icon. Other things you can do to a queue via right-click menu include:
Chat Broadcast – Send a broadcast chat message to all agents and supervisors
in the queue.
Enable Queue – Enable the queue 24x7 if currently disabled. (Supervisor only)
Disable Queue – Disable the queue if it is currently enabled. (Supervisor only)
Use Schedule – Enable the queue using the Schedule for the queue. (Supervisor
only) *The schedule days/times are setup in Strata ACD.
Expanded View
When you want to see more detailed information on an ACD queue, you can
change to the ’expanded’ view. As mentioned previously, to ’expand’ the
information on an ACD group, simply click on the Plus sign in the status LED or
right-click the group and select ’Expand’ menu. In this view you see a more
detailed view of: (1) Calls in the queue, (2) other Agents and Supervisors in the
group and (3) your own status.
1. The “Calls” line shows the current number of Active and Waiting calls in queue
as well as how long the longest call has been waiting (displayed as LCW for
“Longest Call Waiting”).
2. The “Agents” line shows how many total agents are in the ACD Group as well
as a breakdown showing the number of Idle, Busy, Unavailable, and Logged
Off agents. By clicking on the Plus sign you can further expand the view to
show each agent’s ID, Name, and Status. Plus the status of each Supervisor
is also shown in this list. Right-click on an agent or supervisor in the ACD
Group to send them a Chat message, or if you are idle, to Call the agent or
supervisor on the phone.
3. The last line in the expanded view is the “My Status” line. This not only shows
your personal status in this ACD group but allows you to change your status
and perform functions using right-click menus as described in the following
section.
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In the expanded view, the “My Status” icon is a special icon that shows your
status in the ACD group (logged in, logged out, busy, in wrap-up, etc.), and
when you right-click on your icon you can change your status or perform a
function. The options provided are:
•
•
Log In – this will log you into this ACD group.
Log In and Take Calls – (supervisor only) – This allows a supervisor to
simultaneously log in as a supervisor and as an agent (to take calls).
•
•
Log Out – this will log you out of this ACD group.
Make Me Available – If you are set to ’unavailable’ or are in ’wrap-up’, this
will change you to ’available’ status.
•
•
Make Me Unavailable – you can select this to make yourself ’unavailable’
– a list of unavailable message choices will be provided.
Request Help Call to Supervisor – while you are on an ACD call, you can
use this to initiate a request for a help call to a supervisor in the ACD
group. This is further explained below.
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Requesting
Supervisor Help
When the Request Help Call to Supervisor function is selected, this sends a Help
Request to a supervisor in the ACD Group. Once you initiate the request you will
receive a notification that the request has been sent.
If the supervisor accepts your request for help you will receive notification.
If the supervisor denies your request you will receive a rejection notification.
If a supervisor or supervisors do not respond to your request you will see the
following:
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Chat
The Call Manager Chat program allows Call Manager users connected to the
Net Server to interactively have chat conversations. This is an integrated text-
messaging function that lets you communicate with other Call Manager users
using text messaging ‘calls’ even while you’re busy on the phone.
This program works as a companion program with Call Manager to allow
workers in the enterprise to communicate using real time text-based
communications with others. Using Call Manager Chat you can have
individual conversations with anyone else on the sever with the same feature
installed.
Chat can also be used to send a broadcast message to an individual or to an
entire group. A broadcast message is a one-time message that will appear on
the recipient’s Chat window.
Chat Operation
The primary function of Call Manager Chat is to allow you to place and
receive chat calls and conduct one-on-one chat conversations with other chat
users in your company. Chat also contains some features that may make
Chat more user friendly in certain applications. These include a Do Not
Disturb, changing the “quick send” text buttons, and the ability to form groups
of users for broadcast messages,
Using Chat
Messaging
This section defines how to place a call to another Chat user, how to
communicate with that person, how to answer an incoming Chat
communication, and how to send Broadcast messages.
•
To Access Chat – Click the Chat tab on Call Manager. The following
screen will display.
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To Place a Chat Call
1. Choose whom to send a message to by expanding a group in the main Chat
window. If someone has logged out of Call Manager Chat the icon will appear
in gray, and it will show Off Line and the date and time they went off line. You
cannot place a chat call to someone who is off line. The offline time is the last
known offline time. If Call Manager was not running and a user went offline,
the offline time will not show.
Note: If you do not want to receive a Chat response you can send a Broadcast
Message.
You can receive a response to a broadcast by selecting the 'Give "Chat
Back" option' in the broadcast dialog.
2. Double click on the person with whom you wish to converse
or Right click and choose Chat Call from the menu.
This will bring up a Silent Message Conversation window, which is used
to send and receive messages opening a chat conversation. Chat can
only be between two users. You cannot have a multi-way chat (more than
two users). You can have multiple two-way chat conversations.
To Answer a Chat Call
1. A Silent Message Conversation window will automatically pop up showing
who is calling you and a sound will play based upon your Preference Settings.
2. You must respond within 30 seconds to this message or the caller will get a
message “User did not respond. However, the 30 seconds setting is
configurable.
3. Ongoing conversations follow those described in To Send a Text Messageand
Options During a Chat Conversation.
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To Send a Text Message
1. Press a pre-programmed Response button or
Type the message into the text box at the bottom of the window and press
either the Send button or the Enter key on your keyboard (shown below).
Options During a Chat Conversation
Several options are available to the user when right clicking within the
conversation window to open a menu of options. The chat window contains
three windows: the Chat Box, the Canned Replies, and the Whiteboard.
The whiteboard may not be visible in the chat window (it depends on
configuration). The three windows are accessed from the view menu.
To Call the Person using your Phone
This option is to make it more convenient when you need to speak with the
person rather than just sending text.
•
Click Chat tab, then Phone. Enter the phone number or if the
number is automatically populated, then click Call.
To Copy the Conversation
•
From the Edit menu, click either Copy or Copy All to copy the
highlighted or all of the conversation to the Windows Clipboard
for pasting into another application.
To End the Conversation
•
Press the Close button to end the conversation.
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To Open a Whiteboard (Collaborative) Session
•
Click Share Whiteboard Screen. This option is only offered once the
called party has responded to the Chat session.
To Send a
Broadcast
Message
Call Manager Chat allows you to send a broadcast message to one or more Chat
recipients. For example, if the Sales Manager would like to call a meeting with all
of his sales representatives, he could use this feature to send a message to the
Sales Group telling them there is an important meeting in 15 minutes in the
conference room.
1. To initiate a broadcast message, double click on any group name in the Chat
Window and click on the Broadcast icon or
Right click on any group name or select Broadcast.
2. Enter a message into the Message box.
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3. Define the Urgency, Normal or Urgent for the message delivery.
When Normal is selected, the Broadcast message is sent to your recipient(s)
in black text and when Urgent is selected the text is in red (shown below).
4. Define the Destination Options:
•
A checkmark in the Timeout (default choice) will display the
message for the number of seconds defined in the time box
(default is 60 seconds).
•
Entering a checkmark in the Give “Chat Back” option box will give
your recipients the option to send a Chat message back to you
once they receive your Broadcast Message.
NoteBe aware that when using the "Chat Back" option sending to a
group of people, all recipients will have the Chat back option
and if everyone responds, it could result in a large number of
simultaneous chat calls back to you.
5. Click Send.
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Chat Feature
Operation
Do Not Disturb
The Chat Do Not Disturb (DND) feature is disabled by default. For this feature to
operate, the “Enable Do Not Disturb” feature must be selected in the Features Tab
of Chat Setup. This feature works independent of Call Manager’s DND. See
“Interfacing with Other Programs” on page 200 for details on how to automatically
link the Chat DND status with Call Manager.
To Set Do Not Disturb
When you want to prevent further incoming chat calls, the Do No Disturb feature
can be turned on. This feature allows you to provide a specific message, such as
“In a Meeting Until 3pm”, to anyone attempting to place a chat call to you.
•
To go into DND status – DND is set in the chat toolbar by selecting the DND
checkbox and/or entering text into the textbox on the toolbar.
While in Do No Disturb the main window will show the text DND On in red.
•
Other Users Experience – When a Chat call is placed to someone who has
their Do Not Disturb feature set you will see a message showing “User Not
Available” along with any return message they provided. If they didn’t setup a
return message, the text “Do Not Disturb” will be shown.
To Clear Do Not Disturb
•
To Clear the DND Status – Clear the DND checkbox..
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Response Buttons
All buttons can be changed on-line from the Silent Message Conversation
window. The first 8 buttons can have their responses defined in Chat Settings;
all others can only be defined using the following procedure.
To Add/Change Text in Response Buttons
•
Right click on the button and a drop down menu appears. Select Edit to
edit the button. The dialog box shown below appears. You can change
the caption, the type, the text, and whether to send immediately.
•
•
Caption – Type in a caption for the button.
When Button is Pressed – Select what the button will do when
pressed by choosing one of the following:
•
•
Send Text – will send a text string to the other party on the chat
call.
Push URL – will send a URL to the other party on the chat call
and pop open a web browser window to that URL. However, the
pop open url can be disabled by the receiver.
•
•
Send Text Message Immediately – Check the box if you are
sending text and you would like to send it immediately, without
clicking on the Send button.
Click OK to save the changes you have made to your Response
Button.
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Personal Groups
To Add or Change a Personal Group
•
Right click a group name in the Chat window and choose either Add a New
Group or, if offered, Change this Group to create a personal group. Name the
group and add or remove names for that group as follows:
•
•
Chat List Name – Enter a name for the group to identify your group.
All names must be unique.
Chat Clients in List – To add members to your group, highlight
individuals you want to be part of your group in the All On-Line Chat
Clients box and then click on the left double arrow (<<) button to
move the members to the Chat Clients in List box. To select multiple
individuals, hold down your Ctrl or Shift key while making selections
by clicking the mouse. If you want to add a member that is not
presently on-line, right-click your mouse in the "Chat Clients in List"
and select the "Add an OFF-line client" menu item, then type in the
name of the client.
NoteThe name of the client must exactly match the client name when he/
she is on-line. To remove members from your group simply
highlight the members and then click on the right double arrow key
(>>).
•
Click on Save when done.
To Copy a Group to Create a New Group
•
To create a new group by copying another group, select the group to be
copied, right-click on the group and select Copy this Group. Follow the same
process for creating a new group above.
To Delete A Personal Group
To delete a group, right-click the group in the Chat List and choose the Delete
Group option. A confirmation box will appear and needs to be affirmed before the
group is actually deleted.
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Whiteboard
Operation
To access the Whiteboards option, from the View menu, select Whiteboard.
This window provides tools for sharing information on each of your PCs with
the another user with an open Chat conversation.
Whiteboard Menus
The menus on the whiteboard are context sensitive.
The File and View menus remain constant. The
whiteboard is accessed from the View menu. The
whiteboard menus are accessed by right clicking in
the Whiteboard space or by clicking Whiteboard. Use
the Whiteboard menu to capture screens, crop
pictures, scale, highlight color, and change pen
widths.
The file menu has the following options:
•
Open - takes you to an Open window to find a
file, etc to share.
•
•
•
Close - closes the whiteboard application.
Save as - lets you save the whiteboard.
Send as email - brings up an email message
window, where the whiteboard is attached as a
.jpg file and you can add you contacts in the To
and cc fields.
•
•
•
Set as wallpaper
Print - prints the whiteboard
Exit.
Similar to the above, you can use the Edit menu to cut, copy, edit, paste,
delete, clear and clear highlighting.
The View menu contains Chat Box, Canned Replies, and Whiteboard.
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Drag and Drop Files
Files can be shared using the Whiteboards. A file such as a .JPG file can be
dragged onto the White Board window and the image will display on the other’s
shared window. Also, other files can also be shared such as Word documents.
These files will be shared and require an appropriate application on the other PC
to open that file. For example, if Word is running on the other PC, the Word
document will open on the other PC. The user will be capable of using the Pen
Tool to mark areas on the document when viewing the White Board screen. To
make changes on the document requires switching to Word, editing the
document, saving the file and then sending the edited copy back to the originator.
Send Whiteboards as
Email...
Using this tool opens your e-mail service on your PC, takes a snapshot of the
Whiteboards, including all pen marks, and attaches the image as a JPG file to the
new e-mail message. You then can address the e-mail; create a subject and type
a message to go along with the attached file.
Save Whiteboards
Save As...
Using this tool causes a snapshot of the Whiteboards to be saved as a JPG file.
The screen opens to a “Save” window to allow you to choose the file name and
location for the file to be saved. The default location is under your “...Documents
and Settings/<user name>/Local Settings/Application Data/Toshiba/Strata Call
Manager”.
Whiteboards
Setup
The Chat application Setup menu provides access to the Whiteboards
Preferences screen in the Features tab.
•Highlighting – The Whiteboards Preferences screen defines a default
Pen Width and Color to be used when Whiteboards session is
opened. During a communication session, these can be changed at
will as described above.
Whiteboard
Preferences
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Configuring Chat
You configure Chat by making parameter choices in the Setup dialog box. You
can make Chat integrate with other applications including your soft phone by
using the DDE Interface commands. These are defined in the “Interfacing with
Other Programs” on page 200 section later. Examples are provided for using
these commands with Call Manager are also included.
Setup
To set up your preferences, click the Setup button.
Messages Tab
These settings define the arrival responses provided for incoming and
broadcast messages.
On Incoming Message
•
Dismiss new popup window – Check the box and specify the
time (in seconds) when no response is seen when a new
message arrives. This will tell Chat to notify the caller of no
response after a certain length of time. The response message
returned is “User didn’t respond.”
•
Play Wave file – Check the box to play a WAV file each time a
new message comes in. Click on Browse to specify a different
WAV file. You can test your WAV file by clicking on the Test
button.
•
•
Beep on Each New Line Received – Check the box to have
Chat beep each time a new line arrives into the conversation.
Click Test to verify operation.
Timestamp Each Line – Check the box to show a time stamp
Message Box each time a new message is received.
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On Incoming Broadcast Message
•
Normal Message – Check box next to “Play Wave file:” to allow
playing a WAV file each time a new broadcast message comes in.
You can click on Browse to specify which WAV file you want to play.
You can test your WAV file by clicking on the Test button below the file
name.
•
Urgent Message – Check box next to “Play Wave file:” to allow
playing a WAV file each time an urgent broadcast message comes in.
You can click on Browse to specify which WAV file you want to play.
You can test your WAV file by clicking on the Test button below the file
name.
Response Buttons Tab
The Response Buttons are a series of buttons located at the bottom of the Chat
Message Window. These can be customized to meet your specific needs by
clicking on these buttons to send immediate messages to someone without typing
or clicking the Send button. Once a communication channel is established, you
just click the Response Button with the message you want to send.
•
Define the Number of rows to create response buttons.
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To Change Message in Response Buttons
NoteOnly the first eight Response Buttons can be changed from the
Preferences window. All buttons can be changed on-line when
in a conversation. The procedure to change a button is
identical in the Preferences Window as when done on-line.
•
•
Click the Setup icon in the Chat application, then click on the Response
Buttons tab.
Click the button to change and the “Response Button” window will
appear:
•Caption – Enter a caption for the button.
•When Button is Pressed – Select what the button will do when
pressed by choosing one of the following:
•Send Text – will send a text string to the other party on the chat
call.
•Push URL – will send a URL to the other party on the Chat call
and pop open a Web Browser window to that URL.
•Send Text – Type in the text message or URL you want to send
when you click on this button. Your text message can be any
length in size.
•Send Text Message Immediately – Check the box if you are
sending text and you would like to send it immediately,
without clicking on the Send button.
•
Click OK to save the changes you have made to your Response Button.
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Features Tab
In the Features tab, two features can be enabled and the location where the
settings will be saved is specified.
Features
•
Allow Others to Push a URL to me – Check to allow URL’s to be
pushed to this location by others. When disabled, other users cannot
push a URL to open a browser window on your PC.
•
Enable Do-Not-Disturb Feature – Enter a check mark in the box to
enable the Do-Not-Disturb option. This option allows you to block
incoming Chat messages and returns a DND message that you
specify to the caller.
•
Show Offline Users in <<Everyone>> – Check (default setting) to
show both online and offline users in the <<Everyone>> group.
Remove the checkmark to only show online users.
Save Setting
•
Save As Local Machine Data – Click to enable this option if the
settings are to apply to all users of this PC.
•
Save As Current User Data – Click to enable this option if the
settings are unique for each user of this PC.
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Logging Tab
The logging tab window is used to enable the logging of all conversations to a
file and define how the file is to be named.
Log Silent Message Conversations To a File
•
Auto Logging Enabled – Enter a check mark in the box to log all
Chat conversations to a file. If you do not wish to log the
conversations to a file take the checkmark out of this box.
•
•
•
View Log Button – Click the View Log button to view your
current log file.
Log Filename: – Enter a file name or click on Browse to select
where you would like your files to be logged.
Use the variable %d to log the conversation to a file name that
includes the date. For example, if you had a Chat conversation
on November 3, 1999, you file name would be 110399.log.
•
•
Use %t for the time. The user will end up with a separate file for
each chat.
Use the variable %u to log a conversation to the file name of the
user that you conversed with. For example, if you had a
conversation with January your file name would be Jan.log.
•
You can combine the use of the variables if desired. For example,
the log file name could be C:\PROGRAM
FILES\CTS\CHAT\%d%u.log. The log files will be defined first by
date, then by the name of the Chat party. Reversing the
parameters (..%u%d.log) would be organized by name then date.
Interfacing with
Other Programs
Call Manager Chat is designed to operate with other Windows applications.
For example, a user of a phone program, such as Call Manager, may want to
press a button to immediately open a chat window with your ACD supervisor
when you're on an Urgent Call. Or you may want to coordinate the DND
settings of your phone with the DND of Chat. Or you may need to periodically
send a broadcast message to a group of people based upon a trigger such as
a meeting reminder. These types of operations are supported by a DDE
Command interface. This section defines the format for the DDE Command
Interface, its supported commands with examples with how they can be used.
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Format of the
DDE Command
Interface
Other programs can be setup to send DDE commands to trigger actions in Chat to
perform a set of functions. The basic format for this DDE command is as follows:
•
•
•
Application Name: MSGPOP
Topic: SYSTEM
DDE Execute String: <Command>
Command 1 – Open a
Chat Session with this
Extension Number
Format: CALLEXT, Ext #, Msg_Type, "Message", Send_Option where:
•
•
CALLEXT = The command name.
Ext # = the extension number of the person to chat with. If you leave
this blank, the main Chat window will pop up and allow you to
manually select the person.
•
•
Msg_Type = leave blank, future feature.
“Message” = Message to be sent. When using Call Manager, call and
system variables can be used in the message.
•
Send_Option = I or C
•I – send message immediately
•C (or blank) – type message into user buffer but wait for user to
press SEND
Example: The user sits at the front door and acts as the receptionist and needs to
inform people when someone is waiting in the lobby.
1. In Call Manager create a User Defined Action using the type Send
DDE Msg and name it appropriately.
In App Name|Topic enter: MSGPOP|SYSTEM
In DDE Message enter: CALLEXT,,,"Your visitor is waiting in the
Lobby",I
NoteNo extension was specified to allow the person to choose whom the
message is to be sent.
2. Choose a key on Call Manager, right-click and select Change Key.
Name the key, choose the colors, and select a type as User Defined
Actions. Select “Visitor Waiting” from the list of actions and Save.
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Command 2 – Open a Chat
Session with this User
Name
Format: CALLNAME, "Name", Msg_Type, "Message", Send_Option where:
•
•
CALLNAME = The command name.
“Name” = The name of the person to chat with. This name must
match the name used in the Chat directory. If you leave this
blank, the main Chat window will pop up and allow you to
manually select the person.
•
•
•
Msg_Type = leave blank, future feature.
“Message” = Message to be sent
Send_Option = I or C
•I – send message immediately or
•C (or blank) – type message into user buffer but wait for user to
press SEND
Example: Agents in a Call Center want to quickly notify the supervisor that an
abusive caller is on the phone. The supervisor’s name is Jan and the persons
phone number (formatted for easier reading) and name should be included
when available using Caller ID.
1. In Call Manager create a User Defined Action using the type
Send DDE Msg and name it appropriately.
In App Name|Topic enter: MSGPOP|SYSTEM
In DDE Message enter: CALLNAME,”Jan”,,"Help! I have an
abusive call from: %J/%N",C
2. Choose a key on Call Manager, right-click and select Change
Key. Name the key, choose the colors, and select a type as User
Defined Actions. Select “Notify Jan – Abusive Call” from the list of
actions and Save.
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Command 3 – Set DND
option on or off in
Chat
Format: DND,DND_State,"Message" where:
•
•
DND = The command name.
DND_State = Enter “ON” for turning on DND or “OFF” when turning
off DND.
•
“Message” = Enter the text message to be sent to callers reaching
this station. If the message is left blank (opening and closing quotes
only), then the message previously used will be displayed without
change.
Example: The Call Manager user would like to have Chat DND follow the status
of Call Manager’s DND status automatically when Call Manager is changed. In
this case, Chat should be in DND when the user is in a meeting. Chat should
reflect the same message that is seen on Call Manager DSS keys.
1. In Call Manager create a User Defined Action using the type Send
DDE Msg and name it appropriately.
In App Name|Topic enter: MSGPOP|SYSTEM
In DDE Message enter: DND,OFF,
2. In Call Manager create another User Defined Action using the type
Send DDE Msg and name it appropriately.
In App Name|Topic enter: MSGPOP|SYSTEM
In DDE Message enter: DND,ON,”In Meeting Until &U+’60””
Note: We are using the same time parameter used for setting Call Managers
DND which uses another User Defined Action that also includes &U=’60’
to set the time to 60 minutes from now.
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3. In Call Manager create two Personal Call Handler Rules to trigger
when the DND status changes causing Chat DND to follow Call
Manager’s DND status. The two rules are shown below.
Command 4 – Sending a
Chat/Broadcast Message
Format: ONESHOT, Ext #/“Name”, Urgency, “Message”, Timeout where:
•
•
ONESHOT = The command name.
Ext #/”Name” = The extension number or name of the individual
or group to receive the message. Examples:
•Ext # = 1001
•“Name” = “Linda”, “<Tech Support>” or “<<Sales>>
•For Everyone = “*
NoteThe broadcast group names must contain the < and > or << and
>> characters as part of the name.
•
Urgency = enter H if urgent message and leave blank if normal
message.
•
•
“Message” = The text message to be sent.
Timeout = The number of seconds for popup to expire. If left
blank it will be set to the default of 60 seconds.
Example: The Tech Support Manager schedules Group Meetings with his
staff. He wants to use Outlook to schedule the meeting and use the Outlook
Reminder to send a Chat Broadcast to his group a few minutes before the
meeting.
1. In Chat a Personal Group is created containing the members of
<Tech Support>.
2. In Call Manager create a User Defined Action using the type
Send DDE Msg and name it appropriately.
In App Name|Topic enter: MSGPOP|SYSTEM
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In DDE Message enter: ONESHOT,”<Tech Support>”,H,”Group
Meeting at &U+’15’”,60
3. In Call Manager creates a Personal Call Handler Rule to trigger when
a Calendar Reminder event occurs and the Subject matches Group
Meeting. This trigger will result in the action Group Meeting Broadcast
to be taken. The assumption is the Outlook meeting reminder is
provided 15 minutes prior to the scheduled meeting.
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Dialer
The Dialer allows Call Manager users to easily schedule phone calls to be
placed later. For example, when a sales representative arrives in the morning
he may know he needs to make calls to 15 of his customers, so from MS
Outlook he can drag/drop the contact information of all 15 of the customers
into his Dialer. When the designated time arrives for each call to be placed the
user will be presented with a pop-up screen alerting him it’s time to place the
call. Once the call is finished, the user will be presented with another pop-up
screen requesting information about whether the call was successful and if
not whether it should called again later (for example if the party was busy).
The Dialer tab displays all calls yet to be placed as well as calls that have
recently been completed, plus as the status of the dialers and the phone. This
information is shown on the main screen similar to the following:
Main Screen
•
Fly out/Fly in button – is used dock the window back to the main screen
of Call Manager or if its already docked to hide it ‘inside’ the main screen.
•
•
•
Setup – Brings up the Dialer configuration screen.
Reset button – Puts Dialer back to its initial state.
Enabled Checkbox – This is the checkbox in the toolbar. This box
indicates whether the dialer is enabled. This allows the user to easily
Enable (Start) or Disable (Stop) the entire dialer function. For example, if
you need to take a break to do some paperwork, you could simply disable
the power dialer until you’re ready to start making calls again.
•
•
•
•
Add Call – Click the Add Call button to place a dialer call. The AddDialer
box displays.
Phone Status – this shows whether the phone is idle, busy, in Do-Not-
Disturb, etc.
Calls Display Area – this area shows the list of calls that have been
placed or have yet to be placed (details below).
Column Headers – these show what information is contained in each
column. Using your mouse, you can resize and reposition these headers
to customize your viewing area.
Calls Display Area
This area shows each call that is either (1) yet to be placed or (2) that has
already been completed. The available columns include:
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•
Date – this column shows the date the call is to be placed or when the call
was completed.
•
•
Time – this column shows the time the call is to be placed or was completed.
Status – the status of the call. If this is blank the call is not due yet. Other
status values include:
•
•
•
•
Due Now – The time has arrived for this call to be placed.
Overdue – This call has not yet been placed and it is overdue.
Done – This call has been completed.
DISABLED – This call is disabled. It will not be placed until it is
enabled.
•
In Progress – This call is underway.
•
•
•
Name – the name of the person to be called.
Phone – the phone number to be dialed.
Account – this shows the account code, if any, for this call. Often an account
code is used to indicate something about the call like: the customer ID, the
result code of the call (i.e. “order was placed”, “needs follow-up”, “unable to
reach – party was busy”), etc. This account code will be attached to the call
when this call is placed.
•
•
Subject – this column shows the ‘subject’ of the call. This information can be
added/changed up until the call is placed, at which time this information is
attached to the subject field of the call.
Last Result – If the call has been placed and it is either successfully
completed or will try again later, this field shows what happened on the last
attempt. The user chooses these result values after each call is completed:
•
•
•
•
•
Completed
Busy
Left a Message
No Answer
Wrong Number
Functions
When you have selected an entry in the Calls you can change the entry by simply
double-clicking on the desired entry.
However, if you right-click on the entry, additional menu options will appear to
show other functions you may want to perform:
•
Call Now – immediately place this call. This can be used even if the power
dialer has been disabled.
•
Edit – Allows you to Add, Change, Delete, and Copy individual entries.
Entries can also be added using drag-and-drop and/or importing as described
in the Adding Calls to the Dialer.
•
•
Lookup in Outlook – lookup this number in Microsoft Outlook and open the
matching contact.
Print Listing – print a listing of all entries shown in the calls window. The
position and width of the columns can be changed to format the printout as
desired.
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Sorting Entries
To sort the entries simply click on the column header by which you desire the
sort to occur. Click the same column header again and it will switch the sort
from ascending to descending (or vice versa). Thus if you want to sort-by-
name click the “Name” column header, to sort by phone number click the
“Phone” column header, and so forth.
Dialer Operation
Ready to Dial
Click the AddCall button to place a dialer call. The following screen displays.
In the Date and Time drop down are used to set the date and time of your call.
You also have a choice of selecting Today and Now to place a call
immediately.
Calls in the list that are enabled will automatically pop up a screen for the user
indicating that it is time to place the call. This screen is “Ready to Dial” screen.
The screen will contain the information entered into the list about the caller
and if the optional “User-defined” Action button is enabled, then pressing this
key can cause more information to be available about the party or trigger one
of a number of other functions. The user has the choice of Call Now or Later.
If later is chosen, then you will be asked for a new time after which the call will
return to the list. Pressing Cancel will disable the call before returning the call
to the list.
Results
When the call is completed, a Results dialog box appears (shown below). The
status of the call can be changed, by default it is marked as “completed”. If the
call needs to be placed again, checking the Try Again box will open a time
frame for the retry (second dialog box shown below). Setting the time (an
actual time or an elapsed time) and pressing Okay will place the call back into
the list.
As was done in the Ready to Dial screen, an optional “User-defined” button
can be provided with an action to be performed at the end of the call. This
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action could be anything, but typical uses would probably be to open a Journal
entry or pop up an after-call survey form to take notes on the call.
Adding Calls to
the Dialer
Adding/Changing a
Call Record
Calls can be added manually, imported or use drag-and-drop techniques as
explained below. First, a call can be manually added or changed at any time by
double clicking on a call in the dialer list. The telephone number must be entered a
name being called and optionally an Account Number and any Subject as needed.
The call can be scheduled by date or elapsed time. The default date is “Today”,
but any date can be entered or a Calendar button is provided to pick a date for the
call. Any time can be entered or any elapsed time frame can be entered. The pull
down list shows some common elapsed times for placing the call. The call record
will need to be enabled to be dialed at the appointed time.
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Methods for Adding Calls
Often times you may want to add multiple calls from contact or call
information that might be contained in other applications. The Dialer provides
a couple of ways to accomplish this.
Drag-and-Drop from MS Outlook
If you are using Microsoft Outlook, you can simply select one or more of your
contacts in your Outlook Contacts database and simple use the mouse to
drag them over and drop them on the power dials “Calls Window”. Each
contact will then be individually added to the power dialer allowing you to
specify the date/time of each call to be placed.
Drag-and-Drop from Call Manager Call History
Often times you may want to place a call to someone you’ve called (or who
called you) in the past. Since the Call Manager call history provides a
complete list of all calls placed and received, you can simply find the desired
call in the call history and use the mouse to drag-and-drop a copy over to the
power dialer window.
Drag-and-Drop MS Excel file
In Microsoft Excel it is quite easy to create and keep a list of desired contacts
and add them into the power dialer. In MS Excel simple create a spreadsheet
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with at least two columns (Name and Phone number) as shown in the following
example.
Then simply use “Save As” and save the file as a “Text (Tab delimited)” file, as
shown in the following window. Note: The “CSV (comma delimited)” format can
also be used.
Then in windows explorer simple drag this file into the power dialer window and all
the contacts will be immediately added to the power dialer list of calls. Note:
Alternatively, if you save this file from MS Excel directly into the “..\PDimport” sub-
folder of Call Manager the entries will be automatically imported into the power
dialer .
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Drag-and-Drop Other files
Any program that can export contacts into a “tab-delimited” or “comma-
delimited” text file format can operate with the Dialer. Similar to the MS Excel
file, those files can then be dragged/dropped or automatically imported into
the power dialer.
Goldmine Export
The Goldmine contact management software provides a way to setup re-
usable filters and export formats as well as a way to add a “Dialer (export)”
button on the Goldmine screen. Using these features and the automatic
import feature of power dialer described above it is very easy to send a list of
Goldmine contacts directly to the power dialer to be dialed.
Configuration
Settings
The Dialer provides some configuration options for the user. To view or
change the configuration, right-click on the icon in the upper-left corner of the
main screen and then select the “Setup” menu option. This will bring up the
Setup window as shown below.
•
Place Calls While in Do-Not-Disturb – This setting controls whether the
power dialer should attempt to place calls if the user’s phone is in Do-Not-
Disturb. For example the user may want to set his phone into “Do-Not-
Disturb” mode to stop all incoming calls but still continue using the power
dialer to place outgoing calls. Note: On some phone systems the Call
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Manager cannot detect and display the Do-Not-Disturb setting of the phone,
in which case this setting has no effect.
•
•
•
Delay Between Calls – it’s often desirable to provide some “wrap-up” time
after the last call before dialing the next call. This value is used to provide this
time delay between calls placed by the power dialer.
Play Sound – on a sound-equipped PC, the user may want to play a selected
WAV file to alert him/her whenever a call is ready to be placed. This feature
and the desired WAV file can be set up here.
Delay Before Requesting Call Result – it’s sometimes useful to give the
user some “wrap-up” to finish up some activity in another application before
requesting the result of the call. This value is used to provide this time delay
after the call ended before requesting the user to enter the result.
•
Clear Out Completed Calls – When calls have been completed, they will still
appear in the calls window, but they will be automatically cleaned-out based
on this setting.
Note: The Call Manager provides a “Call History” feature for more permanent
storage of calls placed and received. The settings options are as follows:
•
•
•
•
Hourly
Daily
Weekly
Monthly
•
Overdue calls – when a call is due to be placed, it will only be placed if the
power dialer is enabled and the phone status is idle (and possibly not in Do-
Not-Disturb). Thus, since the power dialer will wait until dialing conditions are
true, the date/time selected for a call to be placed may pass by, and the
settings in this area pertain to those calls:
•
•
•
Calls are Overdue if more than ‘x’ minutes past due – This setting is
used to designate how long “Due Now” calls should wait before they
are considered to be “Overdue”.
Place Overdue calls before “Due Now” calls – this option, when
enabled, allows the “Over Due” calls to be placed first before the “Due
Now” calls.
Remove Overdue calls more than ‘x’ days past due – If the dialer is
disabled for an excessive amount of time, the power dialer will
automatically clean out overdue calls that are way past due as
defined by this setting.
Adding Action
Buttons to
Ready to Dial
and Results
Screens
An optional user-defined button can appear on both the “Ready to Dial” and the
“Results” screens in Dialer. To setup these buttons, go to the Call Manager main
menu select Setup then Preferences, go into the Dialing Tab. Under the Dialer,
enable either or both of the “Action” buttons and select the Action to be performed
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when the button is pressed. Optionally, the label can be changed to meet your
needs. Press Save to keep your new settings.
Advanced Topics
Import File format
ASCII text files can be easily imported by the power dialer as long as the file
format is as follows:
•
One record per line with the following fields:
•
•
Name – Required – must be non-blank
Phone – Required – must have a minimum of 4 digits – can have
punctuation {i.e. (480)496-9040}
•
•
•
•
Account code – Optional
Subject – Optional
Date – Optional – if not provided "Today" is assumed
Time – Optional – if not provided "Now plus 5 minutes" is
assumed
•
The fields within each record can be either Tab-delimited or comma-
delimited, however the entire file must be one format or the other (cannot
mix formats within a file). Comma-delimited fields can/should use
quotation marks around any field containing a comma. For example:
"Jones, Skip", 480-496-9040, 1111, "Sample 1,2,3"
•
A maximum of 1000 records can be imported.
Automatic Imports
The Dialer will automatically import any file in the above-described format if
the file is
(1) named with ".TXT" suffix and (2) saved into the “\PDimport” sub-folder in
the Call Manager folder. Once the file is imported, it will immediately be
deleted.
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Buttons
All buttons in the Call Manager are created equal so that any button can be
programmed as any other button. The More Buttons companion application also
be used for ACD functionality. Each Button companion application can be
assigned one of the 8 global banks, which each have 64 buttons. You can have
eight instances of the More Buttons companion applications to ensure that you
have enough buttons in Call Manager. All buttons can be programmed by the
user for the following:
•
•
•
•
•
•
•
•
Feature Code
Speed Dial
System/PBS Commands
User Defined Actions
ACD keys
DSS Extension Key
Web Key
Run Program
For more information, refer to Chapter 4 – Buttons.
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Web Browser
Call Manager provides an integrated web browser window for access to
Internet or Intranet locations, or direct access to local HTML files. In addition
to basic browsing, you can create custom web applications to extend the
functionality of Call Manager for your business.
For example, your call center could have incoming calls automatically open
the Call Manager browser window to a “Caller Survey” page. The Call Survey
page could display information about the caller and display an answering
script the agent could use to guide the conversation. The web page might
also allow the agent to enter answers from the caller into HTML forms and
submit the results to a company web server.
The Call Manager Web Window is based on Microsoft Internet Explorer. You
must have Internet Explorer 6.0 or higher installed on the PC.
Click the setup icon to set Home URL and the tools to display in the toolbar
(home, stop, refresh, go back, go forward, URL).
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Web-based User Administration 16
This chapter familiarizes you with the Web-based Enterprise Manger User
administration tool. You can manage your communication devices using a web
browser from even remote locations.
The user can access the Telephone system to personalize telephone settings,
retrieve information and remotely activate/deactivate phone features. The
following are the phone features that can be performed using this application.
•
•
•
•
•
•
•
•
•
•
•
•
•
Key/Button programming
Name change
DND
List in directory
Distinctive Ringing Patterns
Phone Settings
Call Forward – Activate/Deactivate call forward
Speed dial
One Touch
Display Dial Code
Display Advisory Message
Preferences
Account Codes
Note: You may or may not have some of the features listed above. The
availability of these features depends on your access as defined by your
System Administrator.
Prerequisites
Your System Administrator can assign different User levels.
•
Check with your System Administrator your user level (Normal or Super
User).
•
•
Log in path/URL for the Web.
Security Code (password) – By default password assigned by your System
Administrator.
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Log In
1. Start Microsoft Internet Explorer.
2. Enter the appropriate URL address field (check with your System
Administrator). The Enterprise Manager screen displays.
3. Enter the following:
User Name: Extension Number
Password: Extension Number (default)
Note: This screen may also have a Server Name field depending on your
extension. You must know your Server name if your extension is in
multiple servers or if your extension number is the same as another
extension number in a different server. Check with your System
Administrator for your server name.
4. Click Submit.
To change your
Security Code/
Password
1. Select the Preferences tab.
2. Check “Change Password”.
3. Enter a password in the New Login Password field confirm it.
4. Click the Save icon.
Log Out
Click on Log Out at the right corner of the screen.
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Home
Using the Home screen, you can do any of the following functions. The buttons
that display on this screen is based on the your telephone - 10 button or 20
buttons.
•
•
•
•
•
•
Set Distinctive ringing patterns
Assign new keys or change keys
Change button labels
Change the display name
List your name in the directory
Turn Do Not Disturb (DND) on or off
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Keystrip Labels
The Feature Key or Button assignments enable each button on the telephone
to be addressed and coded to represent a function or feature to be performed.
The telephone button layout on the screen will look like the telephone
connected to this extension. Some feature buttons require additional
parameters to completely define the key (e.g., a Phantom DN needs a
directory number, ringing assignment, and the tone pitch when ringing
occurs).
1. From the Home screen, right click on the key and enter the label.
2. Click the desired option from the panel that displays.
•
Directory No (displays only when logged in as a Super User) – Assign a
Primary DN key, Secondary/Phantom DN, Phantom DN Message
Waiting, or DSS key to this Key.
•
Features – Assign Automatic Busy Redial (ABR), Automatic Call Back
(ACB), Do Not Disturb (DND), Short Flash, Long Flash, Privacy, Privacy
Release, BGM Key, DSS Key, Program, Account Code, Microphone Cut
Off, and Application Starting are available selections.
•
•
Call Control – Activate Speed Dial, Release Button, Release/Answer,
Cancel, Source Party, Destination Party, CLID or Night Transfer are
available selections.
Call Forward – Set Call Forwarding assignments for this FB. Forward All
Calls, Forward Busy, Forward No Answer, Forward Busy No Answer,
Forward Ext/All Call, Forward Ext/Busy, Forward Ext/No Answer and
Forward Ext/Busy No Answer and PhDN Message Waiting are available
selections.
•
•
Park Page – Assign Call Park Orbit, All Paging, Group Paging, All
Emergency Paging, Individual Emergency Paging and Paging Answer
Feature access are available selections.
Call Pickup – Assign FB to a Pickup-Group, Pickup-Directed Terminal,
Pickup-Directed Group, Pickup-Directed DN, Pickup-Any External,
Pickup-CO Retrieve, Pickup-Local Retrieve, Pickup-Remote, Pickup-
Directed DN Retrieve and Pickup-On Hold and Incoming.
•
•
Voice Mail – Enable button to Record or Pause/Resume Voice Mail.
ACD – Assign FB as either Log In/Out, Available/Unavailable, Work Unit,
ACD Help, ACD PickUp, End WrapUp, Join ACD Call, Monitor ACD Call,
Start/End Shift, or Display status.
•
•
One Touch – One Touch buttons can be used for storing frequently used
features or dialed numbers. Assign and Submit a button as a One Touch
button. Once the One Touch button is created, double click the button to
enter the programming dialog box.
Blank – Clear button assignment.
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DND Activating
When you activate Do Not Disturb (DND), internal and external calls do not ring
your telephone. Callers may be blocked and receive DND busy tone when they
call your telephone; or, calls will call forward busy or no answer depending on how
many appearances of your extension button are on your telephone. You can
continue to make calls normally when in the DND mode.
Your telephone dial tone will sound a stuttered tone when in the DND mode.
Stuttered dial tone can be turned off from the Basic Settings screen by disabling
Message Waiting & DND Dial Tone.To activate DND on your Telephone
1. From the Home menu, click DND under the Phone Key. The DND default is
Off.
2. Change the Do Not Disturb button to ON.
3. Click Save.
One Touch
Buttons
One Touch buttons can be used for storing frequently used features or dialed
numbers, such as Speed Dial numbers. One-touch buttons can be preassigned to
your telephone – your System Administrator can help you identify them.
If you do not have a One Touch button, but you have an available Programmable
Feature Button, you can convert the Programmable Feature Button to a One
Touch button. Once you have created a One Touch button, you can change the
function by using the following procedure.
Changing a One
Touch Button
1. Right click on the pre-programmed One Touch.
2. Select One Touch. The dialog box below displays.
3. Enter the digits or special buttons for the function to be dialed. You can
include the following in the dial string:
•
•
A maximum of 32 characters.
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•
Station and System Speed Dial index numbers can be entered.
The Speed Dial index number will automatically dial out on the
extension or Line programmed on the One Touch button with the
associated Speed Dial index number.
•
•
Function buttons, except One Touch or a Program button.
Handset hooking (on-hook/off-hook) cannot be recorded.
4. Enter the key strip label, eg., Engineering Conference, Cell, etc. This
label will display on your telephone.
5. Click OK, then the Save icon to save the entry.
Table 11: Special Characters
Entry
Meaning
Indicates “stop.” The One Touch button blinks rapidly and stops the delivery of
the remaining digits in the string until it is pressed again. Multiple “stops” can be
programmed into one string.
+ Hold
*
Pause (1~9) seconds. If you need to pause longer than nine seconds, enter
additional pause escape sequences. For example, to insert a 17-second pause,
enter *9*8. The display of a pause in the Speed Dial Number shows a “P”
without specifying the duration. In this example, you would see “PP.”
*
(1~9)
**
*
#
#
*
Example of Special
Character Usage
To create a One Touch for Park and Page under one button, program the
following sequence under the One Touch button.
CNF #33***HOLD FB1 #30
CNF – puts the caller on hold and gets new dial tone.
#33 – code to park call
** – this special character outputs a single * which will select an available
orbit and display the selected orbit on the phone.
HOLD – This special character is a Stop. The dial string pauses and
*
enables the user to view the selected orbit on the display. The dial string will
restart from this point when the One Touch button is pressed again.
FB1 – gets new dial tone on the PDN
#30 – code for All Call Page which allows the user to page the location of the
orbited call.
To Use a One Touch
Button
On your telephone, press the labeled One Touch button.
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Ring Tones
To set distinctive ringing
1. Left mouse click the key button. The Station key data dialog box displays.
2. Under Tone Pitch, enter the appropriate levels for External Pitch and Internal
Pitch. See table below.
3. Click OK.
4. Click the Save icon to save settings.
Table 12: Internal and External Call Ringing Tones
Tone No.
01
Frequency and Cadence
500 Hz 1 sec. On, 3 sec. Off, repeat
02
1300 Hz 1 sec. On, 1 sec. Off, repeat
11
12
13
14
15
16
17
18
500/640 Hz 1 sec. On, 3 sec. Off, repeat
500/640 Hz 1 sec. On, 1 sec. Off, repeat
860/1180 Hz 1 sec. On, 3 sec. Off, repeat
860/1180 Hz 1 sec. On, 1 sec. Off, repeat
1300/1780 Hz 1 sec. On, 3 sec. Off, repeat
1300/1780 Hz 1 sec. On, 1 sec. Off, repeat
860/1180 Hz 0.5 sec. On, 1300/1780 Hz 3 sec. Off, repeat
860/1180 Hz 0.5 sec. On, 1300/1780 Hz 1 sec. Off, repeat
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Settings
You can modify your telephone settings using Settings screen. You can click
on the different tabs to access different telephone settings.
1. After you have entered the settings in the parameters.
2. Click the Save icon.
Note: Hover over the bubbles located above the parameters to read the
flyover text for information to be entered in each field.
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Call Forward
This screen has two parts:
•
•
CF Internal Calls and Line Calls
CF Direct Line Calls
CF Internal and
This Call Forward option allows you to forward internal calls and outside line calls
that come to your extension to another destination. The destination can be voice
mail, another telephone extension connected to your telephone system or private
network; or, an external telephone number connected through the public
telephone network.
Line Calls
Definitions
1. Line calls are calls that come to your extension through the public telephone
network lines. If your telephone has a direct line and the “CF Direct Line Calls”
option is activated, direct line calls to your extension will forward to the “CF
Direct Line Calls” destination – not to the destination set in this option.
2. Internal calls are calls that come to your telephone from the Attendant
Console, other telephones and voice mail devices connected to your
telephone system or telephone system private network.
3. Your telephone may call forward even if you do not activate it; this is because
your system administrator has activated System Call Forward on your
telephone.
CF Direct Line
Calls
This Call Forward option allows you to forward direct line calls to another
destination. When you activate this CF option, only line calls to your direct line
telephone number will forward calls to the destination set in this option. Internal
calls will not forward to the destination set in this option. The destination can be
voice mail, another telephone extension connected to your telephone system or
private network; or, an external telephone number connected through the public
telephone network.
Definitions
1. Direct Line calls are calls that ring your extension when outside callers dial
your direct line telephone number. They do not include internal calls from
telephones that dial your extension number or outside line calls that ring
multiple telephones on your telephone system.
2. When this option is activated, direct line calls forward to this destination and
ignore the destination set in the “CF Internal and Line Calls” option.
3. Internal calls are calls that come to your telephone from the Attendant
Console, other telephones and voice mail devices connected to your
telephone system or telephone system Private Network.
4. Your telephone may call forward even if you do not activate it; this is because
your system administrator has activated System Call Forward on your
telephone.
This feature enables you to assign Call Forward (CF) destinations for each
extension on your telephone that will override the telephone’s System CF settings.
To set up Station
Call Forward
1. Select Call Forward tab.The Call Forward screen displays.
2. Enter the appropriate fields.
Note: Hover over the bubbles located above the parameters to read the flyover
text for information to be entered in each field.
3. Click the Save button.
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Table 13: Call Forward Internal Calls and Line Calls, CF Direct Line Calls
FIELD
DESCRIPTION
CF All Calls to
CF Busy to
Call Forward Destination.
The call forward destination is the telephone number that should be called
when your telephone call forwards.
The call forward destination can be:
CF No Answer to
CF Busy or No Answer to
1. Any extension number connected to your telephone system or telephone
system private network.
2. The extension number of the Voice Mail device on your telephone system or
telephone system private network.
3. Any external telephone number that you are allowed to dial from your
telephone. When you forward calls to an external telephone number you must
enter the outgoing line access code in the destination.Your telephone LCD will
display EXTERNAL CALL FORWARD when set CF to an external telephone
number.
Example: If you want to forward calls to external number 5833700 and if you
dial 9 to access an outside line, enter: 95833700 as the destination when you
set CF to an external telephone number. If the number is a long distance
number, you must enter 1+ Area Code before the other digits.
NA Timer (CF No Answer
to)
This timer determines how long your telephone will ring before it forwards to
the CF No Answer destination. The timer value is in seconds.
NA Timer (CF Busy or No
Answer to)
If you telephone is not busy, this timer determines how long your telephone will
ring before it forwards to the CF Busy/No Answer destination. The timer value
is in seconds.
Table 14: Call Forward Direct Line Calls
FIELD
DESCRIPTION
CF Internal – CF All Calls to When Call Forward All Calls is activated on your telephone, your telephone
will not ring; all internal calls and incoming line calls will be sent directly to the
CF All Calls destination.
Note: If Direct Line Call Forward is activated on your telephone, calls to your
direct line telephone number will not forward to this destination; they will
forward to the direct line CF destination - if activated.
CF Internal – CF Busy to
When Call Forward Busy is activated and your telephone is busy on an
existing call, new internal calls and incoming line calls will not ring your
telephone; all new calls will be sent directly to the CF Busy destination.
Note: If Direct Line Call Forward is activated on your telephone, calls to your
direct line telephone number will not forward to this destination; they will
forward to the direct line CF destination - if activated.
CF Internal – CF No Answer When Call Forward No Answer is activated on your telephone and your
telephone receives internal calls and incoming line calls, your telephone will
ring; if the call is not answered within a predetermined amount of time, the call
will be sent to the CF No Answer destination. The amount of time your
telephone will ring before it forwards is the amount of time set in the Ring No
Answer timer.
to
Note: If Direct Line Call Forward is activated on you telephone, calls to your
direct line telephone number will not forward to this destination; they will
forward to the direct line CF destination - if activated.
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Table 14: Call Forward Direct Line Calls (continued)
FIELD
DESCRIPTION
CF Internal – CF Busy or No When Call Forward Busy or No Answer is activated on your telephone and
your telephone receives an internal call or incoming line call the following call
forward operation occurs:
Answer to
If your telephone is busy on an existing call, new internal calls and incoming
line calls will not ring your telephone; all new calls will be sent directly to the
CF Busy or No Answer destination.
If your telephone is idle, your telephone will ring; if the call is not answered
within a predetermined amount of time, the call will be sent to the CF Busy or
No Answer destination. The amount of time your telephone will ring before it
forwards is the amount of time set in the Ring No Answer timer.
Note: If Direct Line Call Forward is activated on you telephone, calls to your
direct line telephone number will not forward to this destination; they will
forward to the direct line CF destination - if activated.
CF Direct Line Calls – CF
All Calls to
When Direct Line, CF All Calls is activated on your telephone, and you receive
a call on your direct line telephone number, your telephone will not ring; the
call will be sent directly to the CF All Calls destination.
Notes:
1. Internal calls will not forward to the direct line destination. Internal calls only
forward to the “Internal Call and Line Call” destinations.
2. Your telephone may forward even if you do not activate Call Forward; this is
because your system administrator has activated System Call Forward on
your telephone.
CF Direct Line Calls – CF
Busy to
When Direct line CF Busy is activated and your telephone is busy on an
existing call, new calls to your direct line telephone number will not ring your
telephone; direct line calls will be sent directly to the CF Busy destination.
Notes:
1. Internal calls will not forward to the direct line destination. Internal calls only
forward to the “Internal Call and Line Call” destinations.
2. Your telephone may forward even if you do not activate Call Forward; this is
because your system administrator has activated System Call Forward on
your telephone.
CF Direct Line Calls – CF
No Answer to
When Direct Call CF No Answer is activated on your telephone and your
telephone receives a call to your direct line telephone number, your telephone
will ring; if the direct line call is not answered within a predetermined amount of
time, the call will be sent to the CF No Answer destination. The amount of time
your telephone will ring before it forwards is the amount of time set in the Ring
No Answer timer.
Notes:
1. Internal calls will not forward to the direct line destination. Internal calls only
forward to the “Internal Call and Line Call” destinations.
2. Your telephone may forward even if you do not activate Call Forward; this is
because your system administrator has activated System Call Forward on
your telephone.
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Table 14: Call Forward Direct Line Calls (continued)
FIELD
DESCRIPTION
CF Direct Line Calls – CF
Busy or No Answer to
When Call Forward Busy or No Answer is activated on your telephone and
your telephone receives an internal call or incoming line call the following call
forward operation occurs:
If your telephone is busy on an existing call, new calls to your direct line
telephone number will not ring your telephone; all new direct line calls will be
sent directly to the CF Busy or No Answer destination.
If your telephone is idle, your telephone will ring; if the direct line call is not
answered within a predetermined amount of time, the call will be sent to the
CF Busy or No Answer destination. The amount of time your telephone will
ring before it forwards is the amount of time set in the Ring No Answer timer.
Notes:
1. Internal calls will not forward to the direct line destination. Internal calls only
forward to the “Internal Call and Line Call” destinations.
2. Your telephone may forward even if you do not activate Call Forward; this is
because your system administrator has activated System Call Forward on
your telephone.
Speed Dial
Your telephone must have Station Speed Dial numbers enabled by your
System Administrator to provide the Station Speed Dial feature. You can have
a maximum of 100 Station Speed Dial Numbers (up to 32 digits each)
assigned to each station. Only the Speed Dial numbers that are assigned to
you by your System Administrator appear on this screen.
1. Select Speed Dial tab.The Station Speed Dial screen displays.
2. Select the row/number to program.
Note: Hover over the bubbles located above the parameters to read the
flyover text for information to be entered in each field.
3. Click the Save button.
System Speed Dial
All telephones in your system can share a list of up to 800 System Speed Dial
numbers under the exclusive control of the System Administrator. In some
cases, System Speed Dial enables you to reach numbers that you would not
be allowed to dial directly from your telephone. System speed dial is a view
only screen.
System Info
This is a view only screen.
Display Advisory
Messages
Advisory messaging enables you to store an informative message for LCD
telephones that call your telephone. This is view only under System Info.
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Voice Mail
You can modify your Voice Mail settings using this screen.
1. Make the appropriate changes.
2. Click the Save button.
Using this menu, you can make changes to the following:
•
•
•
•
Change the Message Waiting light for the mailbox.
Time zones in which the user normally uses the mailbox.
Change your voice mail password.
Click on the Question bubble for Help information relating to the different
parameters.
•
•
•
Call Screening
Follow Me
Set up the mailbox to make wake-up calls
Account Code
Account Codes can be used for a variety of reasons including billing, tracking,
and line restriction applications. Account Codes are assigned in the system as
a fixed length (default is six digits) and are recorded by the system, along with
the details of the calls, which can be printed on a Station Message Detail
Recording (SMDR) report.
The list of accounting codes that can be verified is limited to 800. Each code
entered may be flagged whether it is to be used for verification prior to the call
be placed or whether it is used for changing the restriction level for that call or
both.
Table 15
FIELD
Account Code Data
DESCRIPTION
Account Code
Enter the code to be used as a valid accounting code that the user will be
expected to dial. The Registered Digit Length (FB02) must be greater than or
equal to the Verified Digit Length (FB01).
Possible values: 4~15 (default = 6)
DRL
This option allows a station user change the DRL assigned to the station (in
Prg.200/260 etc.) by dialing an account code. The DRL of the an account code
will be applied to a call when this Verified Account Code is entered.
Possible values: 0~16 (default = 0)
Notes:
If 0 is set, the DRL of the station will not change when the station dials the
account code - in this case the DRL set for the station in Prg 200/260 etc. will be
applied to the call even if the station dials the account code.
1f 1~16 is set, the DRL of the station will change to the DRL selected here when
the station dials the account code - in this case the DRL set for the station in Prg
200/260 etc.will be overridden to the call.
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Table 15
Account Code Data
FIELD
FRL
DESCRIPTION
This option allows a station user change the FRL assigned to the station (in
Prg.200/260 etc.) by dialing an account code. The FRL of the an account code
will be applied to a call when this Verified Account Code is entered.
Possible values: 0~16 (default = 0)
Notes:
If 0 is set, the FRL of the station will not change when the station dials the
account code - in this case the FRL set for the station in Prg 200/260 etc. will be
applied to the call even if the station dials the account code.
1f 1~16 is set, the FRL of the station will change to the FRL selected here when
the station dials the account code - in this case the FRL set for the station in Prg
200/260 etc. will be overridden to the call.
Network COS
This Network COS will be applied to a call when this Verified Account Code is
entered.
Possible values: 0~32 (default = 0)
Preferences
Using this screen you perform the following functions:
Select the Phone display language
MPM display language
MPM Color scheme
Email address to be displayed
Enter the Remote Call Forward / DND password
Change your Enterprise Manager User access password
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Index
A ~ C
Index
flexible, 30
Hold, 15
navigation, 15
programmable, 90
Redial, 15
A
forced, 37
verified/non-verified, 37
ACD, 220
ACT, 85
shift, 15
actions
C
calendar, 107
Call
importing, 151
testing, 152
info, 89
Window, 89
call
answer, 129
attendant, 220
answered, 156
control, 129
disconnect, 156
forward, 87
history, 104
logging, 104
modify, 136
results, 109
automatic
hold, 26
retrieve, 97
transfer, 147
types, 105
B
browser, 16
buttons
variables, 148
ACD, 90
close, 92
Cnf/Trn, 15
dock, 92
station, 41
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D ~ K
creating, 154
delete, 154
do not disturb
override, 55
Do-Not-Disturb, 87
drop, 50
call info
DSS, 51
export, 134
calling, 23
calls
answering, 96
hold, 97
outgoing, 95
transferring, 97
chat, 186
E
emergency
page, 57
feature, 106
class of service
override, 56
Cnf/Trn, 15
F
color
features, 220
forwarding, 145
back, 127
default, 127
text, 127
G
conference, 129
hold, 26
Goldmine, 85
split/join/drop, 50
contact
H
hangup, 129
add, 107
D
Hold, 15
outside, 112
dial, 129
dialer, 109
dialing
on-screen, 95
dialpad, 95
direct station selection
buttons, 51
I
indicators
LED, 28
Insight, 134
J
directory
extension, 168
join, 50
K
key
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Index
L ~ P
ACD, 130
action, 129
change, 126
copy, 126
N
initialize, 126
label, 127
swap, 126
name, 136
names
Net Phone
shutdown, 157
startup, 157
system, 128
web, 131
keys
combination, 144
special, 143
O
keystrokes, 142
OAISYS
Tracer, 88
options, 116
L
LCD
line
outlook
dialing, 163
lookup, 135
lookup, 135
override
busy, 55
executive, 56
M
privacy, 56
menu
advanced, 116
P
message waiting light
Microsoft, 85
paging, 46
park
test, 112
Outlook, 85
pickup, 46
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Index
R ~ W
popup, 117
preferences
user, 104
presence, 169
privacy
T
tabs
override, 56
advanced, 114
dialing, 108
docking, 113
general, 104
R
re-dial, 95
ringing
U
S
screen
phone, 136
side window
V
value, 137
variables, 148
rollout, 92
screen, 92
system, 150
views
signaling
conference, 49
tone, 22
soft keys
SoftIPT
voluntary account codes (verified/non-
verified), 37
directory, 35
speakerphone, 26
directory, 169
keys, 127
W
list, 96
names, 61
answering, 25
split, 50
status, 159
234
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